Poor internet

[EmmaSmith3]

Hi,

I have just had to end a training call as the connection for my internet was so intermittent that all attendees couldn't follow my training. I have experienced on and off issues for a while now and it's now affecting my work. I have been through the troubleshooting issues and wonder if there is work being done in the area over the last 2 months or if I need a new modem?

please help asap. 

[Daniel0210]

@EmmaSmith3 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

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.

Without knowing what these issues are it's difficult to advise specifically. For broadband issues the first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should identify if there's a known fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker 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.

🔹

Hub lights; This link provides information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

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.

[EmmaSmith3]

Ah sorry. How can I get in touch as it came up with start discussion so thought I would be put through for support. 

[2muchTV]

@EmmaSmith3 while further information is needed to identify the cause of your issues, a temporary work around if it is because of a poor WiFi signal and to give you the best possible speeds to your computer is an ethernet cable like this which is 10m in length and only £7. Longer cables are available too.

If you are getting good speed at the hub, then maybe it is a WiFi issue and with working from home, it might be best for you to invest in your own mesh/network system. 

My partner and I work from home (she in Teams meetings, myself in Zoom) and our connections work flawlessly.