How do I speak to an agent

[Kirk79]

My broadband is not working at home and it's impossible to speak to a human. Can anyone help? 

[Daniel0210]

@Kirk79 
Even if you’ve already tried it the first thing to do is use this link to check if there are any broadband outages or issues locally that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

If there aren't any then 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.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

▪️

Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Working from home?; Sky broadband discussed on here is a domestic service and whilst it's fine for customers working from home to use it, they won’t receive additional or quicker support.

[Kirk79]

I don't have a landline to call them and I've run the tests and it says it's working when it isn't 

[Daniel0210]

@Kirk79 

For your information you do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine and entirely your choice.

In the future if you have a cheap handset you only need to plug it in when you need to call Sky (dialling 150 free) if and when there's an issue.

These are the current methods available for contacting Sky. Depending on your reason for making contact some will be more appropriate than others.

🟡📞 Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟡online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟡Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟡Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🔹Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed over a weekend.