topic Broadband dropping packets in Broadband

Broadband dropping packets

Sarah64sarah — Sat, 07 Mar 2026 17:32:19 GMT

I have had no end of issues since I have moved house. I work from home and I am constantly dropping packets.

I have done all the steps online, I managed to get someone on the phone last week who basically told me to unplug and plug back in again and nothing is working.

I am wanting to cancel now as sky are not fulfilling their contractual duties. I now cannot call them by phone on the same number and this app gives me no number to call sky on. This is very frustrating!!

does anyone have any advice before I lose the will to live - one very very disgruntled and frustrated customer!!

Re: Broadband dropping packets

JimM1 — Sat, 07 Mar 2026 17:51:38 GMT

@Sarah64sarah You said you spoke last week, was it not to sky customer service then? To cancel you will have to speak to them and give the notice, or just take the chance and go to another provider!

Re: Broadband dropping packets

Sarah64sarah — Sat, 07 Mar 2026 18:17:55 GMT

I did speak to someone last week because it gave me the option to. Now all I can do is put my issue on this forum. I tried calling the number I called last week and now it says "the number you have dialled is not recognised". Do you have a number for sky??

I need to get this sorted asap as I cannot work.

Re: Broadband dropping packets

JimM1 — Sat, 07 Mar 2026 18:25:01 GMT

@Sarah64sarah The number is not allowed to be posted on the Forum, just use your connected landline, dial 150 and pass security, then get to a sky Customer Service agent. Sky are open 8am - 8pm best to do it now or wait until tomorrow morning! If you happen to be in the ROI then they have no weekend support so Monday morning is the time to call.

Re: Broadband dropping packets

Sarah64sarah — Sat, 07 Mar 2026 19:59:47 GMT

I don't have a landline phone connected to be able to do this 😭

Re: Broadband dropping packets

JimM1 — Sat, 07 Mar 2026 20:08:37 GMT

@Sarah64sarah Since you say not were, it's hard to advise you any more, UK number is different to the ROI, so just to much guessing and that is not the game that the Forum is in! You can try all the other social media options they are all at the screen as well, bottom off the page.

Re: Broadband dropping packets

Sarah64sarah — Sat, 07 Mar 2026 20:24:24 GMT

Sorry, I'm in England. Do you know the number? I really can't find it anywhere online

Re: Broadband dropping packets

JimM1 — Sat, 07 Mar 2026 20:31:50 GMT

@Sarah64sarah They are closed now! See the link below, post 4 click, scroll and select your option, you will see the number tomorrow from 8 am onward.

https://helpforum.sky.com/t5/Broadband/Moving-Home/m-p/5080372

How to cancel your Sky Broadband | Sky Help | Sky.com | Sky Help | Sky.com

Re: Broadband dropping packets

Sarah64sarah — Sun, 08 Mar 2026 12:18:45 GMT

Thank you. I've just managed to speak to someone who has confirmed that I do have issue with my service and is sending new equipment. Well after my partner spoke with them. I'm always palmed off with "the service checker says everything is fine, just unplug the router and then plug back in again and it'll be fine. I'm not happy with this service at all. But thanks again for the number ☺️

Re: Broadband dropping packets

JimM1 — Sun, 08 Mar 2026 12:22:24 GMT

@Sarah64sarah No problem, hope you get it all resolved the Forum is here if you need, just can get Technical at times, so say upfront and what/were and going on, starting off with the dropping packets i alone would say ok got a person here knows a thing or two!

Re: Broadband dropping packets

Anonymous — Sun, 08 Mar 2026 13:57:22 GMT

@Sarah64sarah Just to add also, With the April price increase about to hit you will have 30 days from the day you receive the notification of the price increase to leave your contract and move provider without any early termination charges

Could be the perfect opportunity to become and brand new customer with another provider and likely get a much better deal than what your currently on with Sky

Dont let an opportunity like this pass if your truly unhappy with the service, Nows your chance 😉

Re: Broadband dropping packets

Sarah64sarah — Sun, 08 Mar 2026 14:51:05 GMT

Is this correct?

I received the price increase email on the 19th of Feb so I have time to get out?

Re: Broadband dropping packets

Sarah64sarah — Sun, 08 Mar 2026 14:53:25 GMT

To be honest, I don't know what dropping packets is. My partner is the techy, but the broadband is in my name so I just wrote what he said, I have no idea what it means. Hopefully with the new router it'll work but I'm not happy that they confirmed I've had issues for a long time today, when I've been calling about it for a long time!

Re: Broadband dropping packets

JimM1 — Sun, 08 Mar 2026 14:59:51 GMT

@Sarah64sarah Yes you are free to leave penalty free, but do it as per the email you recieved, call the number get it logged that you wish to speak about the option too leave just the option DO NOT CANCEL as that will stop others from taking over, sky will do a price check for you come back with a yeah/nay for any better deal, e-mail will follow from sky with the new deals and then you can go shopping.... Just did it all myself so process is working.

Re: Broadband dropping packets

JimM1 — Sun, 08 Mar 2026 15:03:15 GMT

@Sarah64sarah Answer too your 2nd part, you dont per chance have the white Sky Max hub and using any off the sky pods, all the information is really needed to get to the bottom, but IF sky has tested seen an issue then possible a new Hub may sort it all out, just a delay in you trying it all.

Re: Broadband dropping packets

Sarah64sarah — Sun, 08 Mar 2026 15:32:18 GMT

No I've got the black sky hub 4.2, but I have the white booster as well. And honestly, it's so shocking!

I didn't see a part of the email where it says anything about leaving penalty free but I shall have another look. Thank you ☺️

Re: Broadband dropping packets

JimM1 — Sun, 08 Mar 2026 15:38:00 GMT

@Sarah64sarah The black SR203 hub and the SE210 booster is normally a very good combination, used for years and not once had a problem with either off them. Hub located upstairs central location and SE has been Living Room, Hall and the Dinning Room, all worked well in every location....

Re: Broadband dropping packets

Sarah64sarah — Sun, 08 Mar 2026 16:01:16 GMT

Hopefully it's just a faulty router then and it improves. I've had no end of trouble!