Broadband goes down when it rains

[matta11]

I have an issue with my broadband, and this has been happening a while, but my broadband goes down when it starts to rain. This problem usually does resolve it's self after a while but it's somewhat inconvenient as I work from home. I have tried to contact sky about this but they don't really seem to understand what I'm saying so I don't know who to contact. 

Any help would be greatly appreciated 

[Mark-Br]

Hi @matta11 

Welcome to the Sky Community - follow this link for help getting started.

As a starting point, try using this link to run a line test.

If a fault is detected outside of your home, Sky will automatically notify Openreach and an engineer will be sent to investigate. You can also run the line test using your mobile phones 3G/4G connection, simply log in with your Sky ID.

My guess is that you may have water ingress into a cable, (if that's the cause) it isn't too uncommon.

[matta11]

Hi,

I don't actually have access to the test. Any time I've tried to use sky's test it always says the test is unavailable on their end?

[Mark-Br]

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@matta11 wrote:

I don't actually have access to the test. Any time I've tried to use sky's test it always says the test is unavailable on their end?

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I've asked that one of our team take a look at your post(s). If they think they can help they'll reach out using Sky Community Messaging - keep a lookout for the on screen bubble inviting you to a chat or an email notification.

[Greenfingers001]

Thanks for escalating this. We have now sent an invite to chat 🙂

[sahdia1]

Hi all I have had this same issue since I've had sky at my new house for over a year. The engineers have been out twice but I don't feel they understand the issue. I teach from home and the situation has become unbearable with the constant disconnections each time it rains. It has been horrendous and when I have called Sky I feel as if I've been fobbed off again and told that because the line test at the point of the call is clear there is nothing they can do. I suspect a leak of water into the cable as there was a leak in the house in the area where the cable comes into the house. I am at my wit's end in fear of losing my job because of this ongoing issue.

Can anyone help me

[sahdia1]

Hi all I have had this same issue since I've had sky at my new house for over a year. The engineers have been out twice but I don't feel they understand the issue. I teach from home and the situation has become unbearable with the constant disconnections each time it rains. It has been horrendous and when I have called Sky I feel as if I've been fobbed off again and told that because the line test at the point of the call is clear there is nothing they can do. I suspect a leak of water into the cable as there was a leak in the house in the area where the cable comes into the house. I am at my wit's end in fear of losing my job because of this ongoing issue.

Can anyone help me

[Breamer1]

I am having same issue cant get any help starting to get fed up with it 

[DC+71]

I also suffer from this problem - it does not relate to extreme weather or electrical storms - seems to be whenever there is a reasonable amount of rainfall - not uncommon in the UK - and feels like it occurs at least weekly on average.

It self corrects after a period of time, but is obviously disruptive when WFH - particularly during online meetings. 

[Highlinder]

@DC+71  When it happens the next time see if you are able to run the broadband test on a mobile device and if it does pick up the fault to book an engineer to come out and looking into it for you.

[sahdia1]

Thank you for your help. I've done what you have suggested in the past and now and it doesn't give me an option to book an engineer. I've already had one openreach engineer fail to attend, another is supposed to be coming today but I've had no confirmation.

This issue has been ongoing for nearly two years, the customer service has been appalling and I have lost all confidence in Sky. I would have left already if I was sure what the fault was as I don't want the same issue with another company. I have had well below minimum guaranteed speed for nearly two months with the exception of a week where they had 'fixed' the fault only for reoccurrence when it rained.  It's beyond a joke now 

[Chrisee]

@sahdia1 can you post your Hub's connection stats as they msy nelp,forum members to give advice see Find your Sky Broadband router statistics

It would also help if you includevtge minimum guarantee speed Sky gave you.

[sahdia1]

I appreciate your response but I cannot access my stats. The openreach engineer didn't come to the house despite myself being told repeatedly he needed to access the property. Sky then informed via text the fault was fixed when it clearly wasn't. I have spent time again on the phone to sky who are now sending their own engineer out on Friday. I have zero confidence in Sky, the right and left hand do not know what they are doing

[AndrewBC]

I have the same problem - my broadband stops working when it rains. It is extremely inconvenient. Broadband has been down for around six hours today (its raining hard).