No internet connection

[MFW1]

My Internet just stopped working this morning and I'm unable to connect through it. Light not showing on modem.  Have tried rebooting and resetting. Please can somebody help. 

[Daniel0210]

@MFW1 

Anything showing as an issue?
https://www.sky.com/help/servicestatus 

[Highlinder]

@MFW1 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.

[MFW1]

No problems with anything in my area

[MFW1]

It is a broadband issue but says tests not working atm so try again later. Is there a way to get an engineer without having to call and spend an eternity on the phone?

[jamesn123]

@MFW1 

I've flagged your post to Sky, look out for an email or message on the forum.

Note that replies are not instant and it may be quicker to call to report the fault. 

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to MFW1.

[Addie15 · Accepted solution]

Update-We are closing this session now as an engineer has been booked to rectify this fault. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[MFW1]

My broadband stopped working on the 15th March and I notified Sky on that day as I use it for work as well as the tv. The engineer turned up on the 21st and told me the cable outside needed fixing and it should be completed by the end of that week. Since then I have had to contact Sky myself as they have not kept me informed as to why the matter hasn't been resolved. As my mother has recently passed away I have found it increasingly stressful. I am trying to arrange a funeral but am finding  it very difficult.

I did talk to Stephen who was helpful but unfortunately I was registering my mothers death when he gave me a call back so only received a voicemail . His message said that the broadband may not be fixed for another couple of weeks.

I have heard nothing back from my previous email and am unable to complain today via messaging or email as it's not working. I really don't have the energy for more calls.

Please can you fix the issue asap. I am distraught.

[Daniel0210]

@MFW1 
Please can you fix the issue asap. 

---

@MFW1 

Sorry for your loss. As you've hopefully realised we are customers on here so can't fix your issue. You need to contact Sky to see if they have any update on when this will be completed. They may be waiting on action by Openreach who are not the best at updating isp's. The bank holiday weekend will have also delayed things. 

[MFW1]

Thanks Daniel,

Appreciate your reply. 

Initially i was told it would be fixed in March so ive waited a month now.

I have also tried to contact Sky today by email and message but it wouldn't let me.

Looks like I'll now need to write. 

[Daniel0210]

@MFW1 

Sky don't use email as a general method of communication. If you already have a Sky Mobile or a Sky Talk landline (which you will have as you have Sky Broadband), call free by just dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

As with most large companies the start will be automated but stay on the line and don’t hang up if you’re prompted to.

[Susan681]

I keep getting a message onscreen. Saying (it looks like you do not have Internet connection right now. If you're  already set- up we'll  keep trying to connect.  I have gone to settings then network connection status to reset tried that.but still no difference . Please can you help.

[MCG2]

This happened again half an hour ago.

What is going on SKY!!!?