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Discussion topic: Can someone please check my broadband connection

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This message was authored by Samsimba1111 This message was authored by: Samsimba1111

Can someone please check my broadband connection

My WiFi keeps dropping and I need this fixed due to working from home. WiFi started dropping out yesterday towards the end of the day and has continued today thus far. The broadband checks show no error however there must be for the broadband to keep dropping. Please can someone @Sky assist or have an engineer look into it.

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This message was authored by Daniel-F This message was authored by: Daniel-F Answer

Re: Can someone please check my broadband connection

Posted by a Sky employee

Hi all,

 

Thanks for sharing your experiences over yesterday / this morning regarding your broadband services. 

 

I recommend everyone tries our service status page for any local issues in your area, found here: 

 

https://www.sky.com/help/servicestatus 

 

If there is nothing detected there, you also have our full online help support pages for broadband here.

 

Marking this as the current answer of this for visibility for other users 🙂

 

Thanks,

Daniel
Community Moderator

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This message was authored by davida2020 This message was authored by: davida2020

Re: Can someone please check my broadband connection

I have the same issue of frequent drop outs this morning - really frustrating (Brighton & Hove)

This message was authored by GD1 This message was authored by: GD1

Re: Can someone please check my broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@Samsimba1111  @davida2020   Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

Samsimba1111
Topic Author
This message was authored by Samsimba1111 This message was authored by: Samsimba1111

Re: Can someone please check my broadband connection

Does anyone from sky broadband team monitor this?

This message was authored by Chrisee This message was authored by: Chrisee

Re: Can someone please check my broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@Samsimba1111 Sky cannot link a forum post to your account. I am therefore escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to take tou tgrough some security checks to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Samsimba1111
Topic Author
This message was authored by Samsimba1111 This message was authored by: Samsimba1111

Re: Can someone please check my broadband connection

System Up Time: 00:39:46

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 11299 11995 0 14464 25161 00:06:47 LAN Up 34318 54658 8 12900 18360 00:39:46 WLAN (2.4 GHz) Up 20466 6536 0 9532 1670 00:36:13 WLAN (5 GHz) Up 52143 27011 0 1103651 60040 00:35:55


Broadband Link Downstream Upstream Connection Speed 42529 kbps 20000 kbps Line Attenuation D1(12.5 dB) , D2(23.6 dB) , D3(35.0 dB) U0(4.9 dB) , U1(16.9 dB) , U2(24.7 dB) Noise Margin 5.6 dB 7.5 dB
Poll Interval:
This message was authored by Kerry19781 This message was authored by: Kerry19781

Re: Can someone please check my broadband connection

Mine is also dropping.  Cant work with it.  

Samsimba1111
Topic Author
This message was authored by Samsimba1111 This message was authored by: Samsimba1111

Re: Can someone please check my broadband connection

Has Sky provided a timeframe of when they will be in contact with me?

@Chrisee 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Can someone please check my broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@Samsimba1111 

Hopefully this afternoon. You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Chrisee This message was authored by: Chrisee

Re: Can someone please check my broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@Samsimba1111 it doesn't work like that the team who take the escalations will post as when they pick it up but they do get busy. You can call Sky yourself if you dont want to wait.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Samsimba1111
Topic Author
This message was authored by Samsimba1111 This message was authored by: Samsimba1111

Re: Can someone please check my broadband connection

@Chrisee Can you please provide a number as every number points to the website.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Can someone please check my broadband connection

Posted by a Superuser, not a Sky employee. Find out more

@Samsimba1111 
If you definitely need to call Sky you can call free by dialling 150 from a Sky Talk landline or a Sky Mobile, 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. Stay on the line as long as possible and don’t hang up.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Can someone please check my broadband connection

Posted by a Sky employee

Thanks for escalating this, We have sent @Samsimba1111 an invite to chat.

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Ceren88 This message was authored by: Ceren88

There is currently a broadband outage in east Devon. Is this affecting other broadband providers?

There is currently a broadband outage in east Devon. Is this affecting other broadband providers or just sky?

This message was authored by Matt420 This message was authored by: Matt420

Re: There is currently a broadband outage in east Devon. Is this affecting other broadband providers

not sure about non-sky users but it is affecting me still

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