No broadband connection RH15

[SkyUser1131]

Currently have no Internet access. Accessed the router directly and it says broadband disconnected. The second light on hub blinking orange. Ran through all self care options and issue still remains. Any assistance would be appreciated. 

[Highlinder]

@SkyUser1131 Can you please run the service checker, 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.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[SkyUser1131]

I have done all the self service checks it says broadband connection is green however for the past couple of days, the automated line testing has shown significant under performance. I have gone through all the self help options as well as rebooting several times and the amber light continues to flicker. When accessing  the router directly at its host ip, it shows broadband as disconnected. Between the amber light flickering and the broadband saying disconnected inside the hub I'm not sure what I can do next. Service checking on sky says all systems go and yet I have no Internet. 

[JimM1]

@SkyUser1131 Can you use the link below and post up your stat's just as displayed on the post link!

How to read your Sky Hub statistics

[SkyUser1131]

Hello

I'm experiencing an Internet outage for a second time at the same time as my previous outage. Clearly this is not a user error. I have received no official communication to these outages and in a previous instense connection was restored over night. I have noticed from self diagnostic checking that the line has been underperforming, I wonder what they are doing. Is there a way to escalate this to receive an official response? I appreciate all the users responses but this goes beyond external factors and is internal to sky. I would appreciate not only a response to this post but an acknowledgement that a formal complaint is being raised. If this is not the correct forum to raise a complaint I appreciate sign posting. 

[JimM1]

@SkyUser1131 Link to the article you need.

How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

[GD1]

@SkyUser1131   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @SkyUser1131.

[SkyUser1131]

Why bother engaging with me like this if all I'm going to get is an error. Truly not happy!

Correct the highlighted errors and try again.

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