Broadband not working all weekend

[kali69]

Since 3.20pm on Friday 21st February, sky broadband has been on and off. It will connect for a short period, then disconnect for a long time. The checker says this morning it has been off for 1h46m when I woke up. This is an obvious issue, please can I speak to someone asap? I work from home and need a stable broadband

[GD1]

@kali69   I'm araid working from home does not give your broadband connection any greater priority, if a fault is detected using the steps below you need to be aware the SLA for a fix is 2 working days from the day you report the fault.

First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't 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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[kali69]

I have run all of the tests multiple times over the last few days. There is an obvious fault - as happens frequently with my sky - every 6 months I seem to legitimately need an on site visit, but can only do this when I actually get to speak to a person on the phone. However, sky phone line has given me the runaround today and sent me worthless links - I have tried all the steps multiple times, and although I temporarily get connected, it will eventually drop again fairly quickly. I am not asking for priority,I just want someone (an actual person) to speak to like I normally get. The app has told me there is a fault (red triangles everywhere) but a temporary fix isn't cutting it.

[Steveprice7456]

Yeah my BB went down 4pm on a Friday, and they can't repair until 9-1 on the Monday. That's just not any good for todays day and age - especially as I have Sky Stream. Excuses such as engineers don't work is no good - Virgin do. 

[caesarome]

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@Steveprice7456 wrote:

Excuses such as engineers don't work is no good - Virgin do. 

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Virgin have their own networks so their own engineers but companies like Sky and others have to rely on Openreach who run and maintain the network.

You would quality for broadband compensation credit due to the downtime as per this:

https://www.sky.com/help/articles/auto-compensation