topic Re: Fibre cable cut in Broadband

Fibre cable cut

4lisD — Sun, 24 May 2026 15:18:51 GMT

The recently installed fibre cable has been cut through by a gardening tool

Obviously there is no internet but all the Sky troubleshooting tests detect that it is working ok. I just want to book an engineer visit but can't seem to. App and website sending me in loops of wifi testing etc. Where do I go to fix this? Chat bot was no help.

Re: Fibre cable cut

GD1 — Sun, 24 May 2026 15:20:42 GMT

@4lisD You will ned to coplete the tests before it can pick upa fault

https://www.sky.com/servicechecker

If there isn't 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.

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: Fibre cable cut

caesarome — Sun, 24 May 2026 15:23:25 GMT

@4lisD

Is the cable has only just been cut then it might take a little while before the line test here picks up on this:

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

Re: Fibre cable cut

4lisD — Thu, 28 May 2026 05:34:23 GMT

Thank you. 🙏🏻 I appreciate your response .Yes, you were correct - after some time I could run a test which detected the problem which allowed me to book an engineer. Managed to get one within 48hours and they promptly fixed the cable.

Re: Fibre cable cut

4lisD — Thu, 28 May 2026 05:36:33 GMT

Thank you - yes you were right. It took a while before it realised! I just needed to be patient! Allfixed now.