topic How do I get a new router in Broadband

How do I get a new router

PV999 — Sun, 26 Apr 2026 11:33:09 GMT

My router cuts out about 20 times a day

HOW do I get a replacement?

I'm paying over £40 a month for a router that keeps cutting out!!!!!

Re: How do I get a new router

caesarome — Sun, 26 Apr 2026 12:02:38 GMT

@PV999

Why do you think it is the router so when this happens do the lights on it go out ?

Have you tried running this line test to see if it finds any faults:
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: How do I get a new router

PV999 — Sun, 26 Apr 2026 12:11:50 GMT

O ran the test and it got to the third part and a message appeared to say it couldn't be completed. Try again later!

As for the fault. My broadband cuts out and the 2nd light down on the router flashes amber. It usually eventually resets itself and the light reverts to a white smiley face.

This happens about 20 times a day, when I notice, and probably more that I don't.

Re: How do I get a new router

caesarome — Sun, 26 Apr 2026 12:20:03 GMT

You might want to call Sky and report the issue to them as they should be able to run the line tests for you.

Re: How do I get a new router

PV999 — Thu, 30 Apr 2026 07:37:44 GMT

Strangely, my original issue now appears to have sorted itself out.

The continual broadband cutting out and restarting has stopped since posting my enquiry!

Re: How do I get a new router

Chrisee — Thu, 30 Apr 2026 08:36:53 GMT

@PV999 sounds like there was a line fault that has been fixed.