Sky Ultrafast Broadband customer near Hastings - How to Sky or OpenReach for investigation

[Kfa]

I am a new user of Sk Ultrafast Broadband near Hastings. I started using this on 1 May 2025. Since then, I get periods where this works fine (up to 12 hours) and then periods when there is no connectivity (also several hours/days). I believe there is something very wrong the OpenReach network near me.

I currently see no way of contacting Sky or Openreach about this! I get defaulted to a Virtual Assistant, which is not able to help - the technology is hopelessly immature!

I have been offered the option of booking an appointment for an Openreach access to the property. I believe this is pointless, because there is nothing wrong with the Sky Hub or phone connector on the wall - this is because is has worked for several hours a few times. Booking and appointment and being at the property would be wasting Openreach's time.

I therefore want to be able to contact someone from Sky or Openreach to get remote diagnostics done. Does anybody have contact information in either of these two organisations for getting this done?

[Daniel0210 · Accepted solution]

@Kfa 

You need to contact Sky.

To call Sky dial 150 (free) from either your Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Kfa]

Thanks very much @Daniel0210. I tried the telephone number starting with 0333 and also not saying anything was helpful in directing through the phone decision tree until I managed to talk with a Sky person who was very helpful.

The Sky person I talked to could do a remote check on the connection to my hub and ascertain where the issue is (outside of the property, and thus no need for me to be present) and has organised for Openreach ticket to investigate and fix the issue.