topic Re: Broadband issue again in Broadband

Broadband issue again

ER63 — Thu, 26 Mar 2026 10:12:31 GMT

Broadband connection is down yet again, have tried running diagnostics and followed all the steps ie turn on and off etc but still not resolved

Re: Broadband issue again

caesarome — Thu, 26 Mar 2026 10:28:02 GMT

@ER63

You have said what the results of whatever tests you have run were ?

If you have Sky Fibre and 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.

Re: Broadband issue again

ER63 — Thu, 26 Mar 2026 11:41:44 GMT

The test are run on YOUR my sky when I sign in - health check/broadband Wi-Fi and streaming checks

We have this issue at least three times a month , we have tried the turning it on and off etc and to be honest I'm sick of paying for a service that we are not receiving

we have been redirected to here as we were before and as usual never get anywhere

Re: Broadband issue again

Chrisee — Thu, 26 Mar 2026 12:10:49 GMT

@ER63 you are not talking to Sky when posting on the forum we are customers like yourself. The servicecchecker takes up to an hour to pick up a dropped line but once it does it should run you through some checks before offering to book an engineer. However as you are clearly annoyed I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See here for more on escalations My Post Has Been Escalated – What Happens Next on Sky Community

Re: Broadband issue again

Danz994 — Thu, 26 Mar 2026 13:19:48 GMT

Good Afternoon @Chrisee Thanks for making us aware of this. I'll send @ER63 an invite now and we can assist further. Thanks, Danielle

Re: Broadband issue again

ER63 — Thu, 26 Mar 2026 14:29:00 GMT

Omg I'm so sorry I didn't realise..

thank you for your help