Sky Broadband goes down at least once very 24 hours since December 2024

[Deborah1977]

Dearest Sky

I made a conscious decision to take out a contract with you in December 2024.  It is for Broadband only.  I have yet to have a full 24 hour period of Sky Broadband to date.  It drops out at least once very 24 hours and it takes a while for it to better itself.  It may be the newly laid fibre or a problem with Openeach but let's be honest, if you are the carrier/provider then take some responsibility.  I pay you not Openreach.  But again, I am not a Sky Broadband tech so I have no idea what is going on.

Isnt it also rather odd that if one was late paying, Sky are quick to message and email yet if I have a concern, I must phone and talk to someone.  I think it really should work both ways.  I would like a Sky representative to email or message me when they have scanned this post please.  Then I can provide a screenshot of every time (date/actual time) of every single event (that I know of).  I'm more than happy to do that.  Because it has happened at least once in every 24 hour period since the beginning of our contract, surely that means Sky is in breach?  Yet I'm sure they will claim they are not and it's someone else's problem.....

Sky - I expect a lot better!  I expect to have access to broadband services daily and not so intermittently.  I don't like talking on a phone (autism&ADHD)!

best

Deborah 1977

[Chrisee]

@Deborah1977 you are not addressing Sky by posting in the forum so Sky wont contact you. If you have special needs register with Sky's accessibility services who can offer different types of contact see https://skyaccessibility.sky 

.Full fibre is far more reliable than partial fibre and while no isp will guarantee 24.7 connectivity the hub should not lose connectivity more than occasionally. The first thing to check is the lights on the Sky hub do these change when you lose connection https://www.sky.com/help/articles/hub-lights-explained-start if they do there is likely to be fault. Its worth checking the Openreach ONT as if that shows a red light there definitely an issue with the line so report that to Sky.

However in many cases the issue is not with the line and the hub stays connected but the issue is devices losing their wifi connection which can have multiple causes. One example is security devices going offline from 2.30 to 5.45am which is down to the customers Q tv boxes going into an eco mode that turns off their WiFi changing the box's standby mode stops that.

[Deborah1977]

Alas....Sky Broadband - you have let me down almost every day since I started this loooonnng contract with you (December 24).  Low & behold, it is not working again!

can someone email me or message me please?

This is my 3rd ask for you to email/message me.  Thanks! 

[SKY1992bf]

@Deborah1977  in case you're not aware think is a customer helps customer forum not sky support 

no one will email/message you off the back of your post 

best thing to do is give sky a call 

[Daniel0210]

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@Deborah1977 wrote:

can someone email me or message me please?

@Deborah1977 

The fact that you are only talking to other customers and no one from Sky will email or message you based on a forum post was explained yesterday. I've merged your posts together.