Internet constantly going off

[MegR93]

My internet has gone off for a hour or two every day for around two weeks.I constantly check the online checker which tells me everything is working even though it isn't. I run all the same tests over and over which gets so far and then goes back to the beginning. I work from home so this is severely affecting my job. It doesn't seem a coincidence these has progressively got worse since I am out of contract. Extremely worrying how Sky's checks can see that their internet isn't working. This is crazy.

[Daniel0210]

@MegR93 
When your broadband isn’t working and you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

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 call 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

For customers working from home please remember that Sky Broadband is a domestic service so you won’t receive any quicker or extra support.

[MegR93]

Thank you but it says no faults every time I do the service checker.

I run through the several diagnostic/fix steps and once it restarts the router it kicks out the progress and starts again.

I have sought independent advice on how to fix this and no joy.

I don't have a sky landline and whenever I can from my mobile I on hold too long.

Again i appreciate the help and advice. This really is something sky needs to investigate as the tests say everything is working fine online but the diagnostics say it isn't but never fixes it. I just have to wait until it finally just starts working on its own again.

I never had barley any issues but since I'm out of contract it has happened maybe 5/6 times over the first few weeks and now it's once a day for over a week, the downtime is getting longer each day too.

[MegR93]

My internet completely goes for a hour or two a day and now is happening every day.

The online checker says no issues but a diagnostic pop up appears that takes me through the same steps that never work until they get to the hub reset which then drops the progress and starts from step one again.

[JimM1]

@MegR93 What do you see on your hub when you have the condition, look at the link below.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[MegR93]

Thank you.

I have used this. The internet light is off. After answering the questions it takes me back to the service checker which says everything is fine... which I it isn't.

The service is now back on after two hours. I expect the same tomorrow.

[Daniel0210]

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@MegR93 wrote:

I just have to wait until it finally just starts working on its own again.

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@MegR93 

That's not likely to happen without intervention from Sky/Openreach.

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@MegR93 
I don't have a sky landline and whenever I can from my mobile I on hold too long

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You have a Sky landline, you've just chosen to not attach an actual handset to it. It might be worthwhile to purchase a cheap phone handset in order to call Sky to report this. 

[JimM1]

@MegR93 You are not giving anything up that is of any use to anyone trying to help you, in none off your post's do you say what you have with all off the links that you are given, what type off connection you have, what type off hub that you have. The About top off the page explains all about the Forum.

You are NOT talking to sky, user's just like yourself who may or may not be able to guide to what is potentially causing your issue.

If you NEED sky's help then calling them is the best. Number is below and embedded in the link, just expand the need more help and you will see it displayed on the page.

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

[MegR93]

That's literally what has happened every single day for 7/8 days. About 6/7 times previously over the last month.

It goes down for hours, despite the checker saying it's fine. Eventually after I give up, and eventually it comes back on its own.

[MegR93]

Good idea, I'll spend money on a handset to call sky on that I won't be able to use when the internet and landline goes down!

I can see why you have the disclaimer in your bio 😂

[Daniel0210]

@MegR93 

Then for a long term solution you need to report it to Sky. 

[MegR93]

Are you sure you aren't Sky? We have now gone and circled back to something I have already explained. 

[Daniel0210]

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@MegR93 wrote:

Are you sure you aren't Sky?

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@MegR93 

See this article in the About section from the top of the forum page. You'll see that we are customers just like you as the bold type under our user name explains.

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers

[MegR93]

You only asked about what I saw and I answered.

I am unable to presume what other questions you might have.

[MegR93]

Good chat!