Broadband crashing - no way to contact Sky?

[ChandlerRoberts]

Our broadband keeps crashing yet every time we do a test to log an issue, the online status checker says everything is fine, even though it is not. I suspect we need a. New router - at least as a first step - but there is no way to actually speak to anyone and we can't log a fault as the system doesn't recognise we have one? Does anyone know how to contact them?

[Chrisee]

@ChandlerRoberts Sky answer roughly 100,000 calls daily but it can be a pain getting through their IVR system. Lines open at 7am If you call from the number registered on the account it should recognise you but even calling from a different line should work if you are patient and listen to the prompts given however decline offers of texts or using the online system . If you stay on the line you will end up talkig to an agent assuming you are not calling when everyonec else is trying to get through due to a major issue.. 

Calls over your Sky Talk line are free and youbcan dial 150 otherwise use any of the 03 numbers Sky use.

[ChandlerRoberts]

Thanks for this, I'm not concerned with waiting, it's just we can't find a number on any of the broadband pages to ring in the first place? It just takes us round and round loops of online help that doesn't help! It's really frustrating and not a great customer experience for those that can't be helped by a bot or some sort of AI or article. We have a fault that Sky aren't seeing and we have no way to raise it for them to deal with 🤷🏼‍♀️

any ideas as to where we can actually find a number to ring?

[Daniel0210 · Accepted solution]

@ChandlerRoberts 
If you already have a Sky Mobile or from your Sky Talk landline call free by dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
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’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you back to the forum.