Broadband Problems 19/9

[Albie67]

It's 22:30 and my Briadband is down again, despite restarts etc. I'm in FY7. Anyone else?

Moderator note: subject of thread updated to better reflect the conversation

[JessCh]

Hello, has anyone else's wifi gone down AGAIN?? 

Since moving house and having the fibre installed this is the third time in a month the wifi has gone down. Not good enough. 

[GD1]

@JessCh  You mean your broadband is down? have you tried running tests here 

[JessCh]

I don't appreciate a condescending reply. 'Unable to connect to WIFI' is what the TV says and yes I have run tests.

[GD1]

@JessCh  There is nothing condescending about the question.

So is your broadband down?  Have you run the tests in the link priovided, what happens?

As you've now only just provided additional info is it only your TV affected?  What light s are showing on the hub?

[JessCh]

Phones not connecting, tv isn't connecting, smart speakers not connecting...

run the tests and it says there's an issue, followed the reset instructions and made sure everything is plugged in. 

as I said, this is the third time a month this has happened. It's a joke that I'm paying for a service that doesn't work!!!

what you replied came across as very condescending, 'you mean your broadband is down?' Not so much a question as a correction it appears

[jamesn123]

@JessCh 

Its not condescending at all, they are two very different problems.

If your broadband is down then you'd likely see an orange/red/unlit light on the hub and ALL of your devices would not connect

If your 'WiFi' is down then this could be the WiFi interface on the hub being troublesome or the device itself having issues. It wouldnt necessarily mean all devices can't connect or that you have a line fault.

When diagnosing technical issues like this its important to be specific. 

From your description it seems all your devices are not connecting so this would suggest a broadband fault rather than a WiFi fault. What is the colour of the broadband light on the hub?

[Joeh99]

 since midday yesterday been without Wi-Fi, orange Internet light showing, sky showing that there is a problem in the area on service tracker, will this just get solved without me contacting someone or?

 

[Highlinder]

@Joeh99 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[Joeh99]

Hi I did that test and it says that's there's a problem in the area but "we know there is an outage in your area - you don't need to do anything"

[Joeh99]

@Highlinder 

[Highlinder]

@Joeh99  If Sky know there is an outage in the area it will not only be affecting Sky customers, but those of other providers.

[Joeh99]

@Highlinder So I just need to wait until it's fixed?

[Highlinder]

@Joeh99  You will have to keep checking for updates. But if you want fuller updates give Sky a call to see what is happening.

[Joeh99]

I couldn't find a number to call, so you know one?