topic New router in Broadband

New router

Svitlana3 — Sun, 24 May 2026 15:50:14 GMT

Hello. An Openreach engineer visited on 18 May and replaced the socket. He told me that if the problem continued, the issue was likely with the router and it would need to be replaced. Unfortunately, the broadband is still unstable. The red light is flashing again and the internet keeps dropping. It happened again on 23 May at 17:46 and today, 24 May, at 16:15 --16:50 (UK time). I need a stable internet connection for both my work and studies, and the current situation is not acceptable. This issue has been going on for over a week and is seriously affecting me. Please arrange a replacement router as soon as possible because this situation is not good enough.

Re: New router

caesarome — Sun, 24 May 2026 16:07:09 GMT

Sorry @Svitlana3 but as this is a customer helps customer forum you are not talking to Sky so if you want to do this you would need to call them.

Have you now run this line test:

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

Re: New router

TimmyBGood — Sun, 24 May 2026 16:08:16 GMT

@Svitlana3

Openreach personnel always prefer to blame the ISP router: in reality it's much more likely there's an issue with the external Openreach circuit.

To get a replacement Hub you'll need to contact Sky directly: posting to this forum doesn't log the issue with them.