HELP!

[KRISHKOV]

Please help! Sorry for length but providing as much info as possible!

So monday around 4pm, randomly lost internet, nothing at home has changed. Cut out on and off all night. Phoned sky and advised to reset, unplug etc etc. Which i did, internet reconnected just long enough for call to end before cutting off again. Couldnt phone back as past 8pm.  

Tuesday morning, regained internet breifly before again cutting off, reconnecting, cutting off. Kept happening all day, phoned sky in the evening to again advise but this time landline would NOT connect. Just crackles on the phone and couldnt phone. Managed to get reception on mobile althought difficult and make another call. Advised on both issues and was told after checks there was an issue with the line and would be fixed today. Gave up at that point and went to bed but after reconnecting router etc sky box upstairs would not work! So went through reconnecting that which it did.

Wednesday morning (Today) got up and internet worked but slow so thought great ill try phone line. THis was again just crackles would not connect which then resulted in knocking the internet out. So again all morning, connecting, reconnecting but nothing stable so iam still in the same boat. No internet and no phone. Hopefully bt fix today will sort out but might be updating this post later!

[JimM1]

@KRISHKOV Where is the phone connected to and also the sky hub? Hub into a master socket and the phone into the other side off the master socket?

Or is your phone plugged into the back off the sky hub!!!!

[KRISHKOV]

Hello! Yes both plugged into the same filter. Ive unplugged all and reconnected. Sky has worked pefect for years nothing has changed. I even tried plugging phone straight into wall without filter. No change at all. Just constant crackles and will not connect.

[JimM1]

@KRISHKOV You either need to call sky direct or try to get the service checker working, but with your connection method and the fact you can hear the phone noisy, then your Broadband will suffer no ends until the line gets fixed..... And that is going to take an OR phone engineer they are the best at finding noisy line faults!

[KRISHKOV]

Thanks for the information. ill try and phone sky after work today, just a pain having no mobile reception! I will also try phone line again to see if that works. Nightmare.

Will update later on today or tomorrow with a further update but at the moment nothing else i can do or try.

[JimM1]

@KRISHKOV You can run the service checker and the diagnostics over a mobile signal so linked both below.

https://www.sky.com/servicechecker

https://www.sky.com/help/articles/broadband-diagnostic-start

[KRISHKOV]

Tried both, one minute can all seem fine but low internet speeds, as of right now its all off. Not working at all. I know ill try again a bit later and itll probably be working, at low speeds but its contantyl off / on / off / on. Next steps checking unplugging etc after two steps the website says there is an error no matter how many times i try.

But its just not working for any length of time.

[JimM1]

@KRISHKOV Just call sky and have them run the test against your line, they will probably have more success.

[KRISHKOV]

I will do. Nipped home for lunch and internet seemed to be working. But the moment i picked up the landline more crackles etc wouldnt connect so this again cut the internet off! Waited to boot back up and made a wificall. Stupidly - cant even believe it but was asked to reset router again. I went along with it without even realising. Obviously cut the call off.

Will try again again again later.

[jamesn123]

@KRISHKOV 

If it helps I have escalated your post to Sky so you can chat with them on the forum instead. Look out for a message. 

[Lisa-P1987]

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

Please be aware conversations automatically close if there is no response within 48 hours.

[KRISHKOV]

Hello I haven't received a chat.

[KRISHKOV]

Called again before WiFi call gave up. Has to put forward to network team. Totally negated the conversation with sky last night. Was told there was a fault on the line near my house and would be fixed today. None of that was mentioned today so Christ knows. Sit and wait again.

[Lisa-P1987]

Update - Spoken to KRISHKOV and provided info on the Network Escalation 🙂