topic Re: WiFi dropping out in Broadband

WiFi dropping out

HannahMcDonnell — Sun, 28 Dec 2025 15:23:47 GMT

Hello,

I’m having ongoing issues with my WiFi connection repeatedly dropping out. This happens several times a day and affects all devices connected to the network.

I’ve tried restarting the router and checking the cables, but the problem is still happening. The service has been unreliable for a while now.

Please could you look into this and advise on what can be done to fix the issue? If any tests, settings changes, or equipment replacements are needed, I’d appreciate your guidance.

Thank you for your help.

Re: WiFi dropping out

Daniel0210 — Sun, 28 Dec 2025 15:26:45 GMT

@HannahMcDonnell

We can't look into anything. You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Wi-Fi and broadband are different. Wi-Fi is the wireless connection between your hub and your devices. Broadband is the internet connection provided by your ISP (Sky).

The first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should determine if there's an identified fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker picks up a lost connection so perhaps try it again later.

If there aren't any then 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.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

Hub lights; This link provides information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Red light on ONT; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#M1014

Bad weather; Adverse weather can also impact your broadband.

Working from home; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

Re: WiFi dropping out

JimM1 — Sun, 28 Dec 2025 16:27:14 GMT

@HannahMcDonnell Pay attention to the Hub Lights that @Daniel0210 has advised you on also, not knowing what you have hub wise, how you are connected makes it hard, but the fact you say it all goes can have some bearing on it but ONLY if you have an Ethernet connection on that hub! You say wifi dropping out, if you have a later mobile you may see an ! exclamation mark next to the wifi bars, that will indicate that the wireless wifi is UP but the Internet connection is lost, so becomes a different and separate type issue!