No WiFi

[KBrist]

Hi The diagnostic test says all ok but the WiFi is not working. It’s been dropping in and out for the past few weeks but today it's stopped working completely. 

I work from home and can't work. Ive run all the tests and it's still not working despite saying all is ok. 

please help!! 

[Daniel0210]

@KBrist 

Broadband or Wi-Fi - They are different.

The first thing to do (even if you’ve already tried it), is use this link to check if there are any broadband outages or issues nearby 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.

▪️

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-...

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

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.

[KBrist]

Thank you! Unfortunately the online test said everything was ok, the telephone test said there was a fault. Not sure why there's a discrepancy but there you go. I'd tried all the tests online to rectify it, spent way too long trying to find a telephone number to call and speak to someone given the online report didn't give me an option to report as it said 'all ok' and finally managed to reach someone after an hour and three phone calls. Turns out there's a problem with the hub and it needs replacing! 

@Sky please make it easier for your customers to reach you using the method they choose. We pay enough for your services that it should be easy to get support when we need it and that's absolutely not the case. 

[Daniel0210]

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@KBrist 

@Sky please make it easier for your customers to reach you using the method they choose. We pay enough for your services that it should be easy to get support when we need it and that's absolutely not the case. 

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@KBrist 

I'm afraid you've tagged a customer who had the unfortunate idea to use that as their Community username and will have regretted it ever since.

[KBrist]

Oh no! So sorry. Hopefully someone at Sky or one of their bots will see the issue and correct it. 

[Daniel0210]

@KBrist 

My first post did suggest… The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

In the future if you do end up needing to contact Sky these are the current methods available. Some methods will be more appropriate than others depending on the issue you have.

🔵 📞 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.

[If your Sky services are restricted due to a missed payment, calling will only result in a request to pay].

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.