We Can’t Detect Your Services

[PortableCarrot]

 Is this a concern? My broadband is working fine? But it's been saying this for the past few days. I joined about 7 days ago, I tapped it and did the tests but it always came out fine. It just keeps saying they can't detect my services? 

[Chrisee]

@PortableCarrot various possible explanations but the most common one is you are not using a Sky hub to connecttge diagnostic systems do not work with third party equipment. If you are using a Sky hub tr y rebooting it as that often sorts this kind of issue.

[PortableCarrot]

I am using the Sky Max Hub I was sent by Sky 

[PortableCarrot]

 

[PortableCarrot]

 

[Chrisee]

@PortableCarrot if it bugs you and rebooting the hub and signing out of the app closing it and reopening doesnt sort the issue give Sky a call. Therecsystems usually work but occasionally you get a glitch. 

[Sarah052]

I get the exact same thing and connect test my broadband speed.

I've used a third party speed checker and it says I'm getting way lower speeds than advertised.

I've called Sky and kept on getting put through to someone else to then go through EVERYTHING again and when I got put on hold for the umpteenth time, I got cut off then got a voicemail saying they couldn't get back in touch!!!

[Chrisee]

@Sarah052 if youbrun a spedd test on a device connected by WiFi you are almost certainly just measuring the WiFi speed in yiur home not the broadband speed to your hub which is guaranteed. WiFi speeds are mainly determined by tge layout of your home and what it is built out of which are not things Sky can control.

[Holtee]

I'm getting this too. Chatbot thing is absolutely useless. Tried closing app. Signed out and back in again. This is on iPad and android phone 

[Sarah052]

Update: managed to speak to someone on live chat by going through the app and clicking broadband. Annoyingly, it doesn't alert you when an agent messages you so unless you are constantly watching your phone, you will miss chat! However, it does reconnect you fairly quickly. After turning off the router and resetting it, the agent ran the speed check and discovered an issue which they escalated. I should have it resolved by tomorrow. In the meantime, Sky emailed me to say my speed was lower than their guarantee so I could upgrade for no extra charge! However, it didn't tell me how to take advantage of that offer so either way, I will be back on live chat tomoz to finally sort this out!