Service Checker Issues - Internet Working

[Yibi90]

Hi

My broadband has been unreliable for a week and so far an engineer and call agents have not identified the issue. 

The connection is laggy on all devices despite proximity to the router and certain apps cannot be access (Deliveroo, ChatGPT, Monday.com to name a few). Some are required for work which is incredibly frustrating.

The service checker does not complete either. 

Help?

[Daniel0210]

@Yibi90 
Even if you’ve already tried it use this link to check to see if there are any broadband issues or outages nearby ~ (it doesn’t necessarily disclose a problem immediately and it can take an hour+ to update so perhaps try it again later).
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps 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 okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

Working from home; 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.

[Yibi90]

I really appreciate your response @Daniel0210   

The issue is that the check does not complete so I cannot proceed with the next steps. The screenshot below is the outcome every single time I run the checker.  

[JimM1]

@Yibi90 What sky hub are you using, and have you considered that you may just have to do a Factory Reset or has one off the talks/Engineer visit done so already with you!

[Yibi90]

Thanks Jim! We've done this many times as requested by call agents as has the engineer. It's a Sky SR203 router. 

When I called on Tuesday they had logged a ticket to get the service checker working again. I called this morning and they don't have an update. So they opened a new ticket for another engineer to get in touch but buy phone. 

The bizarre thing is that we have internet. It works but is laggy and drops off at seemingly random times. 

[ngt01]

I feel your pain! I've had an ongoing issue since July. The wi-fi is constantly dropping out. and after many, many calls (20+) they are still unable to book an engineers visit because it has to be booked thru their system, but they can't get a response from my hub! They cannot just pick up the phone to the area office and dispatch someone. I upgraded to Max as they identified that as the original problem, that didn't work, sent out another hub, nope that didn't work. They've now sent out three pods which is pointless as they don't connect! Constantly up against a brick wall. 

[Yibi90]

@JimM1 SR203. 

Yep engineer reset it as did have I several times. Nothing changes. 

Speed has been as high as 320mb/s and low as 15. 

[JimM1]

@Yibi90 Good old trusty hub the sky Broadband SR203 that you have, anything else getting in the way off it like, booster's / Range Extenders etc, Stat's are not going to show much as you are on a full fibre connection but post them up anyway if you can, linked below so you can do it!

How to read your Sky Hub statistics

Would also go take a quick look at your Broadband Shield product via your account, see what it is set at, disable it and allow a few hours/day's to transition through! You can always set it back if needed!

Also good to know, your speed testing is it always via a wireless wifi connection, and if you have any wired connections to the hub, possible sky Q TV connected by Ethernet! Just trying to rule out specific's.... WiFi can let you down and jumping onto a wired Ethernet when you have an issue, to see what that returns for speed check.

The service checker have you looked at it, stores the last 30 day's if sky are able to get to the hub via the daily speed check also! Linked

below, Broadband and then > to expand and see, but you may just be having an issue seeing that!

https://www.sky.com/servicechecker

[Yibi90]

Thanks @JimM1. I'm away from home now but I'll post the statistics tomorrow when I'm home. 

I really appreciate you taking the time to help resolve this frustrating issue!

[Yibi90]

@JimM1 Shield is turned off. Service Checker still won't complete and gives the same error as my previous screenshot.

Below are my statistics. 

[Yibi90]

 

[JimM1]

@Yibi90 Router stat's are fine, you were actual pulling 10Mb/s on your 300/50 fibre during the test!

If you have a PC connected on your Ethernet below a test but best run over the Ethernet and linked below! It is very detail test, up/down ping and packet loss.... etc

https://speed.cloudflare.com/

Picture below if you ever get your service checker to show you, and you can see it once it get's cleared, do not have my sky Equipment on line so the service checker is off no use to me!

Typical sky daily check!