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Discussion topic: Resolving intermittent broadband connection

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This message was authored by KB-28-TW This message was authored by: KB-28-TW

Resolving intermittent broadband connection

Hi,

 

I'm having issues with my broadband connection.  It works fine most of the time but several times a day it drops out completely or gives very poor connectivity (500ms ping times and <2mbps connection speeds).

 

I have a (old) Sky hub, which is cabled to a separate home mesh system.  I see the same problems on both WiFi networks, which makes me think it could be a line fault or the Sky hub starting to fail.

 

How do I get help from Sky?  We rang, and they told us to use the online Sky connection testing service, but that says everything is fine. However I can only access that page when the connection is working, so that's expected!  When the connection drops I then can't get to the connection page so can't run the tests!

 

Any suggestions how to diagnose or get help from Sky?

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KB-28-TW
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This message was authored by KB-28-TW This message was authored by: KB-28-TW

Re: Resolving intermittent broadband connection

Does anyone know how we get help from Sky, please?

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Resolving intermittent broadband connection

Posted by a Sky employee

Hi @KB-28-TW 

 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

 

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147


 

Thanks
Tom
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