Our broadband has not been connecting out of nowhere and has left us without for 4 days

[RoD1]

Our broadband stopped working out of nowhere 4 days ago and we have been without since! We have followed all the steps online but nothing is working. I can't get anybody on the phone without a machine telling me all the steps I have already tried! I desperately need WiFi as I have course work due this week! Everytime I ring I get placed on hold for nearly half an hour and then it just hangs up! I'm going around in circles and really need it fixed ASAP 

[Highlinder]

@RoD1 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.

[RoD1]

Hi we have done all that, we ran a check on the broadband and it says there is no fault detected but it still isn't connecting. We've had sky and broadband for 3 years with no problems this just happened out of the blue. We have done all the steps online has told us to do like unplugging etc and the Internet light is still red with no connection. Very frustrating I can't just talk to somebody as we are going to be left with no broadband and new bill is due this week! 

[Chrisee]

@RoD1 sounds like your line has a fault which Sky wont know about until you report it to them lines break its a fact of life. Sky will inform Openreach who have a 2 working day SLA to rectify faults on domestic lines. The fact you use the connection for work makes no difference here. You will be due compensation if the fault is not fixed in that time but the time starts from when you report the fault see Customer Auto-Compensation | Sky Help | Sky.com

To help you I am escalating your post to a Sky team who support the forum who will invite you onto a private chat so this can get sorted a chat icon will be added to the pages in the forum for 48 hours you to use. Best of luck

[Lisa-P1987]

Thanks for escalating this. We’ve sent @RoD1  an invite to chat.

[RoD1]

Hi, where is the invite to chat? I can't seem to find it. 

[RoD1]

Hi, thank you for your reply. I would have reported it straight away if I knew where to report it to, online is sending me around in circles and iv spent a fortune on phone credit trying to get through to somebody on the phone! Estimated waiting time of 30 minutes to get through and 28 minutes in the phone hangs up! Iv never used this chat before and it's just wasting more time trying to get it sorted..I'm beyond frustrated.

Thank you for the info you have shared and I will keep trying.

[Tom-W19]

Hi @RoD1 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.