Ongoing Broadband Issues

[Jack1507]

For several weeks now our home broadband keeps failing and we have to spend 30+
minutes going through the various reset/reboot procedures listed online by Sky.
It has always come back to life eventually, but this is now becoming a daily occurrence and not ideal when you work from home. The service checker online is useless as it always says everything is done despite nothing working and the sky website doesn't seem to offer a telephone number to contact customer support for help...you just go round in circles being told to check the service and turn everything off/on.

Any suggestions for how to resolve this? Are there ongoing issues in the Reading area? Is it possible we need a new router (ours is approaching 4 years old).

Any suggestions would be greatly appreciated.

[Daniel0210]

@Jack1507 
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

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any 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 contact Sky to report it. 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-...

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.