topic Re: Customer Service in Broadband

Customer Service

Dcass08 — Wed, 11 Mar 2026 16:06:36 GMT

Broadband has been off/down for over an hour and can I speak to anyone at sky, no.

Re: Customer Service

JimM1 — Wed, 11 Mar 2026 16:12:42 GMT

@Dcass08 Why no, it may just take time to connect your call to the first available agent.

Re: Customer Service

Dcass08 — Wed, 11 Mar 2026 16:14:17 GMT

Don't get me wrong, I have rung sky numerous times, tried al different options and all say to visit website for help, can't actually get to speak to someone

Re: Customer Service

JimM1 — Wed, 11 Mar 2026 16:19:41 GMT

@Dcass08 The redirect to the Forum is suggested to save waiting in the call queue or going to the self help is also another suggestion from the BOT, does try to keep you off the calling cycle as much as possible, but your posting looks like you are all in control, your BB broadband is down and if the lights are showing that on the sky Hub will be the case.

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

or at least an hour or so later if trying to find out area fault etc this one below.

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby if enough time has passed for a fault condition to be displayed by the software test! This should determine if there's an identified fault affecting multiple households.
https://www.sky.com/servicechecker

Re: Customer Service

Daniel0210 — Wed, 11 Mar 2026 16:43:25 GMT

@Dcass08

All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.