My broadband was stopped suddenly and I did not request any cancellation

[zhiqiangshen]

Hi, I need help.

My Sky broadband suddenly stopped working even though my contract has not ended.

I received a message saying my service will end in 48 hours, and the name on the message was “Zhiqiang”, which is not me.

I did NOT request any cancellation.

It seems like someone else’s cease order was mistakenly applied to my line.

Now my router only shows the “Connection Diagnosis” page and I cannot access the internet at all.

Please help me check my line and reactivate my broadband as soon as possible.

Thank you.

[GD1]

@zhiqiangshen  Did you speak to Sky when you got the text?   You will need to call them as this is a customer helps customer community.

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 your 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: if your 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 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.