topic Re: account closure in Broadband

No internet connection for 2 days - Internet light is OFF

YAJAIRA — Wed, 13 May 2026 20:45:22 GMT

Hello,

I need urgent help. I have been without internet for 2 days now.My Sky Hub has the Power and WiFi lights in green, but the Internet light is completely OFF. Because of this, my landline phone (Internet Calls) is also not working.I have already trie Checking all cable connections as per the manual Doing a full factory reset (holding the reset button for 30 seconds Running the online connection test, but I am still without service.

lam very frustrated as I cannot use the service I am paying for. Could a community coordinator please look into my line status?

Thank you.

Re: No internet connection for 2 days - Internet light is OFF

caesarome — Wed, 13 May 2026 21:05:29 GMT

@YAJAIRA wrote:

Running the online connection test, but I am still without service.

What was the result of this line test:

https://www.sky.com/help/articles/broadband-diagnostic-start

No internet connection for 2 days - Internet light is OFF

YAJAIRA — Wed, 13 May 2026 21:10:06 GMT

Hello,

I need urgent help. I have been without internet for 2 days now.My Sky Hub has the Power and WiFi lights in green, but the Internet light is completely OFF. Because of this, my landline phone (Internet Calls) is also not working.I have already tried Checking all cable connections as per the manual Doing a full factory reset (holding the reset button for 30 seconds).

Running the online connection test, but l am still without service.
I am very frustrated as I cannot use the service I am paying for. Could a community coordinator please look into my line status?
Thank you.

Re: No internet connection for 2 days - Internet light is OFF

caesarome — Wed, 13 May 2026 21:16:29 GMT

@YAJAIRA wrote:

Running the online connection test, but l am still without service.

I have merged your latest post here with you other one of the same issue so you can answer this question I asked you about the result of the line test.

account closure

YAJAIRA — Fri, 15 May 2026 08:28:26 GMT

Request for immediate broadband cancellation and account closure
Dear Sky Customer Support,
I am writing to formally request the immediate cancellation of my Sky Broadband service due to a severe breach of contract on your part.
I have been completely without internet connection for an entire week. Despite my multiple attempts to get this resolved, I have not received the assistance I need. I have even sent photos of my installation as requested, but I have been met with complete silence—no one has replied to me or offered a solution.
Please process my cancellation immediately. If my account is not terminated and I do not receive confirmation of this cancellation shortly, I will be forced to cancel my Direct Debit directly through my bank.
I expect a swift response confirming that my service has been cancelled and that no further charges will be applied.
Thank you,

Re: account closure

caesarome — Fri, 15 May 2026 08:48:56 GMT

@YAJAIRA

This is a customer helpps customer forum so if you want to cancel you will need to call Sky as you can not do it via here.

Re: account closure

Daniel0210 — Fri, 15 May 2026 10:06:36 GMT

@YAJAIRA

Cancelling a payment method is definitely not recommended and it will cause you additional problems. The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added and eventually Sky will involve a debt recovery company which will affect your credit rating.

Re: account closure

YAJAIRA — Fri, 15 May 2026 10:26:31 GMT

So the principle of 'the customer is always right' doesn't work with Sky. You expect me to keep my account open and pay for a service that is completely down, all while failing to provide the support I need. This is a terrible customer experience. I genuinely thought you were better than Virgin Media

Re: account closure

Daniel0210 — Fri, 15 May 2026 10:32:07 GMT

@YAJAIRA

Can I point you back to the reply from @caesarome that we are fellow customers here.