topic Re: Sky Customer Service Team Email Address in Broadband

Re: Sky Customer Service Team Email Address

Sheena61 — Fri, 03 Apr 2026 19:05:40 GMT

Hi I have not had any broard band for over 3 weeks totally frustrated as not able to contact sky and no phone signal where I live . Help

Re: Sky Customer Service Team Email Address

Daniel0210 — Fri, 03 Apr 2026 19:11:52 GMT

@Sheena61

You posted on the Sky Q board but report a broadband issue so I've moved your post.

Sky don't use email for fault reporting.

This link provides information about the coloured lights you may see on the various hubs https://www.sky.com/help/articles/hub-lights-explained-start

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

If there aren't any then 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.

Once completed, if it reports back that all is okay 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#M1014

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

Re: Sky Customer Service Team Email Address

Sheena61 — Fri, 03 Apr 2026 19:28:47 GMT

No land line and no signal . I've had 3 weeks of no BB done all you said and it says a fault in your area .

Re: Sky Customer Service Team Email Address

Daniel0210 — Fri, 03 Apr 2026 19:32:29 GMT

@Sheena61 wrote:

No land line and no signal .

@Sheena61

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 and entirely your choice.

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.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault so it needs to be reported.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: Sky Customer Service Team Email Address

Sheena61 — Fri, 03 Apr 2026 19:35:55 GMT

I have a land line and a phone connected but as no BB it doesn't work and hasn't got 3 weeks .

I have check and their is an outage in our area and has been for 3 weeks . How do I get compensation as have had to buy extra data

Re: Sky Customer Service Team Email Address

Daniel0210 — Fri, 03 Apr 2026 19:39:17 GMT

@Sheena61

Auto compensation is covered in the previous reply.