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Discussion topic: Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

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This message was authored by Baggies+Fan This message was authored by: Baggies+Fan

Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

My 'Internet' keeps dropping today (Middle light of 3 - Internet goes out) and I get droppde from my zoom calls etc - hugely difficult.  If I use the app on mobile it says, of course, that everything is fine and that it could detect nothing wrong with any of the service.

 

How do I find out of there is a fault and if Sky are dealing with it as it's impossible to get past the AI/Robot default answers and I do not want to spend hours having someone treat me like an idiot by asking me to check this that and the other and switch it on and off etc.

 

Sky Broadband is brilliant until it is not and it would be good to get a notification and acceptance when it fails.,

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This message was authored by Highlinder This message was authored by: Highlinder

Re: Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

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

@Baggies+Fan Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.



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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

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

@Baggies+Fan wrote:

 I do not want to spend hours having someone treat me like an idiot by asking me to check this that and the other and switch it on and off etc.


Customer service agents for any ISP typically don't have a choice about taking callers through the standard troubleshooting script.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Baggies+Fan
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This message was authored by Baggies+Fan This message was authored by: Baggies+Fan

Re: Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

Run tests. As expected it says I have a broadband problem. But the number to call says not available after 9pm - This is 2024!

 

so I start work tomorrow with conference calls all morning and no knowledge of this will be possible.  It's an intermittent fault and potentially I will have a nightmare morning (or not) but can't get support unless it's gone wrong.  
Hopefully someone out there is fixing it because some else got involved earlier.  But not telling me there is a know fault in my area. 

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

Re: Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

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

@Baggies+Fan line faults are a fact of life I am sorry to say but until you have reported the fault to Sky it wint get fixed. I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session 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.

 

The fact you use what is sold as a domestic line for business does not mean you get any priority. Openreach who own the network and do the work set the Service Level so a fault report made today Tuesday should be fixed by midnight on Thursday if it isnt you then get paid compensation. See Customer Auto-Compensation | Sky Help | Sky.com

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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
This message was authored by jamesn123 This message was authored by: jamesn123

Re: Feb 2024: Broadband / WiFI keeps dropping (Reading, Berkshire)

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

@Baggies+Fan 

Not sure what the year 2024 has to do with this fault? 

If you rely on your connection to work and expect to have someone on the end of the phone for support out of normal working hours then you should be paying for a business contract, not a domestic one. 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
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