Broadband issues

[Ann+Basingstoke]

Hello. I only have two green lights on sky Q hub. I've tested on sky & says a problem. I've done the normal, check wires, switch off to reset but still same. Is anyone else having same problem. Thanks 

[Highlinder]

@Ann+BasingstokeDid the broadband test tell you to call Sky to report the fault?

[NickNewark]

@Ann+Basingstoke How long has it been like this? 

[Ann+Basingstoke]

Highlander. We followed prompts on sky troubleshooting, it highlighted problem & told us to come back later as couldn't finish all elements. Not sure if a problem Sky end. We also tried reset on settings on sky & no joy. 

[NickNewark]

@Ann+Basingstoke I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Please note: I am just a sky customer not a employee. - if someone has helped please give a like - If this post gave you the answer to your issue please mark post as the answer thank you - Superuser forum member

[Ann+Basingstoke]

Hi Nick, many thanks for your help & will watch out for the bubble. Ann 

[cookiemonsteruk]

@NickNewark 

Keep those escalations up  😁👍its a lot less hectic since you came on board 

[NickNewark]

@Ann+Basingstoke You're welcome, hopefully it won't take too long to get you some help with the issue. 👍

[NickNewark]

@cookiemonsteruk Thanks, hopefully I'm doing my bit to help. 👍

[Highlinder]

@Ann+BasingstokeWould seem that your post was escalated. So the broadband test when trying to complete the steps came back with an error. If the escalation does not happen after 7pm, it might be quicker to call Sky and report it.

But it might not be actioned till Monday.

[Ann+Basingstoke]

@Highlinder

Thankyou, when we connect devices it says strong network connection but no wifi. I tried calling Sky easier & 45 min wait so will hang on for them to contact or try ringing when open in morning. 

Thanks 

Ann 

Many 

[cookiemonsteruk]

@Ann+Basingstoke 

Is Basingstoke an indication of where you live as a check on istheservicedown indicates a network issue affecting sky and bt in Basingstoke. 

[Ann+Basingstoke · Accepted solution]

@cookiemonsteruk 

Hi, yes Basingstoke that makes sense & we did wonder but could not find where to check on their site. Thank you 

Ann

[cookiemonsteruk]

@Ann+Basingstoke 

https://istheservicedown.co.uk/status/sky/2656192-basingstoke-hampshire-england-united-kingdom

No doubt openreach have been notified however strongly recommend letting the chat session go ahead or call sky to make sure they are aware of your own issue

[justin+nightingal]

i have the same problem were i lose my broadband connection every now and then i think sky may have issue there end