topic Re: Falling off the Internet every day in Sky Q

Falling off the Internet every day

EML3 — Fri, 15 Aug 2025 16:44:22 GMT

I have Sky Q and a mini q box. Had no problems for years, then over the last few months a message would appear on the main TV "looks like you've lost your connection to the internet". On the mini box I usually click into the YouTube app. It would buffer then disappear. I discovered I could switch off my BT hub and switch it back on again a few minutes later and things would be ok. This became routine, then over the last few days I'm only getting to watch about half an hour if I'm lucky and I fall off the internet again. When the problem started I checked the internet and saw a few posts where other people had this problem and Sky provided a "box", I presume to boost the signal.

I have lost an hour of my life in the Sky website looking for some information to either help me directly or find an opportunity to leave a message for Sky, but none of their Help buttons covers this problem. I should say my WiFi works perfectly on all my other devices, even when my TV is telling me I don't have a connection. I would be grateful if someone out there in "Sky Land" could help me. Thanks.

Re: Falling off the Internet every day

Chodley — Sat, 16 Aug 2025 05:51:31 GMT

I think you'll have to phone them. An engineer usually has a q booster in the van, might be best to get a visit arranged.

Re: Falling off the Internet every day

EML3 — Sat, 16 Aug 2025 07:21:27 GMT

Thank you for taking the time to reply, much appreciated. However, my Sky is provided by a local supplier (I live on an island) and when I contacted them they would have nothing to do with it, only saying "contact Sky, they'll sort it". Unfortunately I can't get hold of a Sky number/site that allows me to actually tell anyone at Sky my problem. So frustrating! Thank you again, I think you nailed the solution - something to boost the signal - but actually getting it is more difficult.

Re: Falling off the Internet every day

Daniel0210 — Sat, 16 Aug 2025 07:24:10 GMT

@EML3 wrote:

Unfortunately I can't get hold of a Sky number/site that allows me to actually tell anyone at Sky my problem.

@EML3
These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶call Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
Towards the bottom of the link it MAY provide a phone number in a section called ‘Need more help’.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Re: Falling off the Internet every day

EML3 — Tue, 19 Aug 2025 13:29:08 GMT

Oh bless you, thank you so much for all this information. It is exactly the info I'm looking for. Surely, surely, I can get help now. Many thanks again, you are a star.