Internet connection

[Reiss11111]

I have recently put together my sky broadband and everything seemed ok.  It's now been afew days and whilst using the internet it will just randomly lose connection. It loses connection very frequently too one time it lost connection twice in a hour and each time I have needed to rest the broadband box but I can't just do that all the time. I pay for the internet and need it to be consistent and not disconnect me all the time and I should not need to be on standby for when it kicks me off.

Each time it has gone down I've had to use my mobile data to go on the sky app and test the connection and it says it's all fine when it's just not. I am due to pay my monthly Internet bill but why should I pay it when I'm not happy with my service and most of the time I am being disconnected from the internet 

[Daniel0210]

@Reiss11111 
Billing continues during any fault and should you have a FULL loss of broadband for more than 2 days then auto compensation may apply. 
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If your broadband isn’t working use this link to check to see if there are any problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update).

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 good 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start
🔸
Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

[Reiss11111]

I have done all of those steps and still the same issue. I again got up today and within 1 hour of using the product rhe internet just completely cut off. I went to check the box and the power button is green and so is the WiFi button but the Internet light was off and voice was orange. I have tried to restart the broadband but it took 20 mins to get it back running again which is honestly a joke I can't keep going like this. 

I need to ring sky but can't find a number to call absolutely anywhere I just keep going to an AI bot who is useless. I seen you gave me 015 number but I don't have a sky phone or landline so what do I actually do ? Keep paying my monthly fee for awful internet and just suffer. It needs sorting because it is seriously effecting my work 

[Daniel0210 · Accepted solution]

@Reiss11111 

You have a Sky Talk subscription but you've chosen to not connect a landline handset to it which is fine. 

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

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated 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 saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: for any customer whose services are restricted due to a missed payment phone contact is unlikely to work.

🟩 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, Instagram, or X (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 the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[Reiss11111]

I have literally tried all of these options and I'm still having the same problem. I did a full rest before and when it came on it lasted an hour and half which is the longest without interrupted connection but has now gone off again. 

I just want to talk to a real human who can help me with this issue. I call the sky number and I'm going round in circles. 

what can I honestly do to fix this

[Daniel0210]

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@Reiss11111 wrote:

I call the sky number and I'm going round in circles. 

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@Reiss11111 

As already stated, stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[TimmyBGood]

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@Reiss11111 wrote:

what can I honestly do to fix this

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If there's a fault in the external circuit (which is the case in most problems other than local WiFi) then there's nothing you can do except log the issue for investigation.