topic Re: Braoadband Service Checker in Broadband

Braoadband Service Checker

Malc. — Fri, 02 Jan 2026 14:25:16 GMT

For several months now when I access MySky (website and appI) I am getting a message saying that there is a problem with my broadband.

I am not aware of any problem; the connection is stable and the hub shows speeds of 74/20 Mbps.

However when I take up the offer to "Take a Look", the website reports that I have a problem with my account

While the app just syas that "Sorry our tests are currently unavailable, please try later".

Now, obviously not a problem and the chatbot doesn't undertstand my query, so we just go round in circles.

Should I be nagging Sky, should they have detected multiple test failures or is this just not worth the effort?

Malc

Re: Braoadband Service Checker

JimM1 — Fri, 02 Jan 2026 14:50:11 GMT

@Malc. Try running the diagnostic checker direct from this link instead!

If there aren't any then try running the line test here
Try running the line test here to see if any faults are found:
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 good 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 call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

Re: Braoadband Service Checker

Malc. — Fri, 02 Jan 2026 19:05:06 GMT

Thanks Jim, tried those suggestions and get the same results. AFAIK, there is no problem with any of my Sky services, so my guess would be it's something in their coding giving a false result.

As I'm not inconvenienced by whatever the problem is, I'm not sure I need the hassle of sitting on hold for several (or more) minutes, so perhaps it's a job for a wet weekend.

Thanks again, Malc

Re: Braoadband Service Checker

JimM1 — Fri, 02 Jan 2026 19:14:40 GMT

@Malc. The trouble with the service checker is that when it does not show you what is expected to be seen, then it can be there is a problem and just does not know what way to go, i would advise you to contact sky and see if there is anything at there end, otherwise when you do get a real problem how are you going to know.....

I do not have a sky Hub connected at all, so therefore nothing is ever shown to me as it cannot find a sky Hub to reference against.... And it has no idea how to work out against the Asus router that is connected......

Service Checker bars this what would be seen against my SR203 hub when it was connected, and if i were to put it back again and let it build a new 30 day history, broadband and the > to expand and see!
https://helpforum.sky.com/t5/Broadband/Broadband-speeds-reported-versus-actual/td-p/5171393

Re: Braoadband Service Checker

Chrisee — Fri, 02 Jan 2026 21:21:06 GMT

@Malc. if you dont have an issue you dont need to do anything. However from your description it sounds like there could be an error on your account. If concerned call Sky as they need to sort things from their end.