Broadband Connected - no internet connectio

[NigelP1968]

Since last Thursday, I have been in the phone to Sky in Bulgaria (twice) and India (once), to no avail. 

I know several people in my locality have also been experiencing the same problems as we are having; some devices are connecting, but most are not. We cannot connect and use any of the Sky apps - Paramount, Disney, Netflix, nor can we stream from iPlayer and Prime video. None of our iPhones connect using wi-fi, only 5G. All our WiFi cameras (wired and battery) are down and our doorbell is also not connecting. 

Sky sent us a replacement Sky Q box, which made no difference, and on Friday night they said they would send a new Sky Max Hub router, which I don't think will resolve the problems we are having. We also cannot get an engineer here until 6th September 2026 - this is

poor for a family where both parents work from home and spend £111 a month for TV, broadband and Sky Talk

[Brill+Gill]

Hi @NigelP1968, 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
 

[dickienobbs]

How did you order a replacement Sky Q box?

[NigelP1968 · Accepted solution]

After much time on a call to an overseas call centre; but that didn't resolve the problem we were having. 

[dickienobbs]

Thank you. I cannot even where to ask for a replacement box

[dickienobbs]

I cannot find where to order a replacement Q box

[NigelP1968]

To to the Sky app and live chat; they will put you onto a live call.