@Emma813 You would need to call Sky and report this fault. This is something outwith what normally you could do.
Have you tried to run the broadband test to see if it finds an external fault?
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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