topic Re: WiFi issues in Broadband

WiFi issues

DavidWilson2 — Sat, 27 Dec 2025 09:35:33 GMT

I've just called your helpline and the test they ran highlighted an issue. The automated service sent me a link for self-help and this showed no issues. But we DO have problems. Can you help please

Re: WiFi issues

caesarome — Sat, 27 Dec 2025 10:22:27 GMT

@DavidWilson2

We are customers here only somtou are not talking to Sky.

If your ONT shows a red light then have a read of this:
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#

If nothing there helps then the first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them and when asked any questions by the bot say nothing and remain on the line.

Re: WiFi issues

DavidWilson2 — Sat, 27 Dec 2025 15:36:51 GMT

Thanks for the response. Why on earth would they send us to this route, with fellow customers? Seems like they are trying to shift responsibility for probloems away from Sky itself!

Re: WiFi issues

JimM1 — Sat, 27 Dec 2025 15:56:53 GMT

@DavidWilson2 Saves you hanging on the line to talk with CS, and hopes that you will go check the Help options if not done so already!

Tools in the toolbox so to say!