Problem with broadband

[Jonnyc1981]

Hello, you have run a check on our broadband and say it is ok however it definitely is not. My children are intermittently unable to play their games consoles and we have the same issue with our phones. We will be able to watch videos and have to turn our wifi off and use our data as it will pause. There is 100% and issue with our broadband. 

[Daniel0210]

@Jonnyc1981 
If you haven’t done it already use the below link to check to see if there are any outages nearby https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

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 good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If the service checker is still not telling you that Sky are aware you may need to call them to report it (dial 150 free from your Sky Talk landline).

The lines may be busier than usual due to the damage and disruption caused by Storms Éowyn and Herminia which will also impact any Openreach visit.

[Jonnyc1981]

Yes I have done this. It is not working 

[Daniel0210]

@Jonnyc1981 

Then you'll need to report this to Sky.