Our internet has been dropping out for long periods for over a week, help please?

[Abbie62]

Our Sky internet has been dropping out for long periods for over a week, help please? In Whitstable, Kent

[Chez22]

Snap. Now can't get things connected to the WiFi really annoying 😒

[Highlinder]

@Abbie62  & @Chez22  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.

[Abbie62]

That was the first thing I did and it says all is good (it isn't) 

Do Sky actually get back to people on here? I was looking for chat function and this is where it lead me 🤷🏻‍♀️

[Highlinder]

@Abbie62  How long has your broadband been down for? Is it more than 1 hour or less?

[Abbie62]

It cuts in and out for more than an hour at a time, mornings seem to have been worse

do you know if sky co ya this from here or have I got to get on the phone?

[Highlinder]

@Abbie62  Does the service checker and broadband test come back as all good? Do they show no issues at all?

[Chez22]

I had  a problem with WiFi and the hub said there was  a problem,  upgraded to fibre, foolishly thinking it would be a new hub no such luck, still have problems now come back off holiday and cannot get things to link that we're before.  

[Abbie62]

We're fibre too 

[Chez22]

Wonder if that is the problem,  I just ran the test again apparently I have a computer linked by ethernet must have ghost computers now!

[Abbie62]

That's weird if you haven't!

[Giggsy1977]

The checker does sometimes report connected devices as ethernet when they should be WiFi and vice-versa! Not the smartest checker it seems! 🙂

[Chez22]

I won't be when contract ends, even wondering if it is worth paying fee to get out