topic Re: How to report a fault in Broadband

How to report a fault

Fran013 — Wed, 01 Apr 2026 14:47:05 GMT

I'm trying to report problems with my Sky broadband, and it keeps directing me to these forums or to an automatic test that says everything is fine.

The troubleshooting pages say that they haven't been monitoring my broadband to check for faults, but that they would start doing it if I called [Removed]. I did, and it was just a pre-recorded message directing me back to the website. The second time I called I got a slightly different message that said that if the automatic tests didn't find any issues, I could still "report a fault directly" on the troubleshooting page, but I can't figure out how to do that. It just keeps directing me here to the forum or back to the same test that says everything is okay.

Does anyone know how to report a fault directly?

Moderator notes: Removed phone number

Re: How to report a fault

caesarome — Wed, 01 Apr 2026 15:04:00 GMT

@Fran013

What is the fault so what is happening ?

Re: How to report a fault

Daniel0210 — Wed, 01 Apr 2026 15:24:59 GMT

@Fran013 wrote:

Does anyone know how to report a fault directly?

Moderator notes: Removed phone number

@Fran013

Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn't allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

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.

Re: How to report a fault

Fran013 — Wed, 01 Apr 2026 15:27:07 GMT

The connection is slow and it disappears completely multiple times a day. I have checked that the router is set up correctly.

Re: How to report a fault

Fran013 — Wed, 01 Apr 2026 15:30:22 GMT

@Daniel0210 wrote:
@Fran013 wrote:
Does anyone know how to report a fault directly?

Moderator notes: Removed phone number
@Fran013
Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn't allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

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.

I don't have a Sky mobile or Sky Talk landline; Sky just provides my WiFi. Thanks for letting me know about not displaying other numbers. I'll try calling again and saying nothing when asked for the reason.

Thank you!

Re: How to report a fault

Daniel0210 — Wed, 01 Apr 2026 15:36:08 GMT

@Fran013

You do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine.

In the future if you buy a cheap handset you only need to plug it in when you need to call Sky (dialling 150 free) if and when there's an issue.

Re: How to report a fault

Fran013 — Wed, 01 Apr 2026 15:58:15 GMT

@Daniel0210 wrote:
@Fran013 wrote:
Does anyone know how to report a fault directly?

Moderator notes: Removed phone number
@Fran013
Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn't allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

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.

I tried not saying anything and it gave me keypad options to press; when I used them, it took me back to the same bot that said I could report a fault online, and when I tried calling again and didn't speak or key a number, it hung up on me. Is there any way I can guarantee I'll be put in the queue to speak to an agent?