Broadband & WiFi

[Chelseasaun]

I've had sky for a month, 2 weeks without internet, yet I've paid about £200. 
somethings wrong with the broadband itself and the WiFi, even tho bills are paid.  

[Daniel0210]

@Chelseasaun 

So have you rung Sky to report this in the last two weeks? (And you won't have paid £200 for broadband in a month). 

If you haven’t done it already use the below link to check to see if there are any problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

(For any customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support).

[Chelseasaun]

I've tried phoning and every time I do it says user busy. And yes I have proof I've paid around £200 as I've had sky for a month and 2 weeks but I haven't been contacted to the WiFi for 2 weeks. And yes I've followed the guild lines on following the steps, I try it everyday and still nothing. 

[Daniel0210]

@Chelseasaun 

Then you'll need to persevere on the phone. The call centres will be busy and will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. 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.

[Chelseasaun]

Right will give it a try, but when I ring doesn't even let me stay on the line 

[Daniel0210]

@Chelseasaun 

In case your calling an incorrect number I'll add this link…

To call Sky dial 150 (free) from your Sky Talk landline or a Sky mobile or alternatively use the following link
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The posting of full phone numbers isn’t permitted on the forum.