Broadband dropping and poor wifi

[TimmyBGood]

@mendosa18 

Yes, but that's a coincidental outage, not an individual line issue.  

Sky supplies broadband to something like six million domestic addresses over the national Openreach network, and at any point in time a percentage of those circuits, particularly if they are legacy copper, will be having problems irrespective of any wider issues.

[Jim_Potter]

 Agree this is a line issue, i previously reported it to them before for the same issue, not to long after i joined.

[mendosa18]

@TimmyBGood Mate it cant be "very unlikely" when Sky have a known fault going on at the moment affecting thousands of customers.  The best thing for Jim to do is call sky to identify if its just his line or his is also part of the general fault that is occurring.  Thats the only way of knowing.

[cookiemonsteruk]

@Jim_Potter 

Please keep logged onto the forum using a chrome browser

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 red and blue chat bubble. When the red and blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[TimmyBGood]

@mendosa18 

15,000 affected addresses out of six million makes it very likely to be coincidental.

An area outage wouldn't generate those Hub statistics.

[mendosa18]

@Jim_Potter sorry it was the picture of the message sky have put on their webiste, it reads as:

Outage description

Reported: 21 Aug 2024 12:26 PM

Broadband and Talk problems. You might not be able to get online or make/receive phone calls due to a problem in your local area. We're sorry for any inconvenience caused.

Last checked: 27 minutes ago

[mendosa18]

@Jim_Potter give them a call mate, i was only on the phone for a few minutes.  Let us know what the outcome is if you do.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Jim_Potter an invite to chat.

[cookiemonsteruk]

@Jim_Potter 

Check for the chat bubble the invite has been sent

[Jim_Potter]

@Lisa-P1987 could you resend as i can see nothing my end.

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Jim_Potter]

@Addie15, please keep open as the issue is not resolved.

 I passed pictures as requested and then nothing .

i am awaiting Sky's reply to what i supplied as to what the issue may be.

[Highlinder]

@Jim_Potter  Would you like this re-escalated?

[Jim_Potter]

@HighlinderYes. it's still doing it.

 Failing this i will call them and do it via the phone.

[Highlinder]

@Jim_Potter I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/