Slow/no broadband

[Mrs+p+1234]

I've had very slow broadband (less than 1 mbps) and often cutting out completely for the last 3 days. I have been through all the online tips and resets several times and it makes no difference. I have tried calling but just get a recorded message directing me to the online help. The service checker has identified an issue but just keeps guiding me through the same steps to fix it and does not offer any additional help. We have had issues before that have only been resolved by an engineer coming out but I can not see how to book an engineer visit. I have only been able to post this using the 5G on my phone! 

[Mrs+p+1234]

 

[caesarome]

@Mrs+p+1234 

The first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If nothing shows then try this line test:
https://www.sky.com/help/articles/broadband-diagnostic-start

[Mrs+p+1234]

There are no issues in my area. I have run the broadband test many times and it does identify an issue but does not help me to fix the issue

 

[caesarome]

@Mrs+p+1234 

Are you running the line test via this link:

https://www.sky.com/help/articles/broadband-diagnostic-start

[Mrs+p+1234]

Yes I have just run it again from that link and it still shows that there is a problem 

 

[caesarome]

And what happens when you select the "Got a problem, lets fix it" option ?

[Mrs+p+1234]

It is clear that there is a problem but the online help does not resolve the problem. I have the speed guarantee that is not being met 

  

[Mrs+p+1234]

If I click on "improve my speed" it just guides me through the steps to reset the router etc but this does not fix the problem and there is no further help 

[caesarome]

@Mrs+p+1234 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Brill+Gill]

Thanks for escalating this @caesarome. We’ve sent @Mrs+p+1234 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.