topic How to escalate an issue in Broadband

Slow wifi

DarcieSaffron — Mon, 10 Aug 2026 13:45:26 GMT

Recently upgraded to fibre broadband. Line speed is good and playstation and tv work fine. However mine and my partners phone are so slow when using the wifi. Comments and opening websites take 30 or more seconds to load.

I've seen many other customers have had this problem in the past month but basic troubleshooting is not working.

Thinking of cancelling if this is not resolved.

Re: Slow wifi

Brill+Gill — Tue, 11 Aug 2026 08:21:31 GMT

Hi @DarcieSaffron, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

How to escalate an issue

DarcieSaffron — Tue, 18 Aug 2026 16:53:44 GMT

I have been in a private chat with sky for the past week regarding lagging phones whilst using our home WiFi. I was provided no solution and the chat has since closed. How do I escalate this issue and get through to someone who knows what they're doing?