26 Feb 2022 10:04 PM
Hi there
I've recently had sky broadband installed however I lose internet connection several times a day. Each time it drops out it reconnects within 20-30seconds.
Open reach couldn't find any issue with the connection. Can anyone help?
21 Mar 2022 03:15 PM
Posted by a Sky employeeAfter speaking with Buzzwaffle we ran a line test which detected a fault on the line and an engineer has been booked in to resolve this shortly.
It was great speaking with you Buzzwaffle and thanks again.
26 Feb 2022 10:06 PM
Posted by a Superuser, not a Sky employee. Find out more
Can you run tests on my sky app and post the info in more about your connection
Also how many times a day is it dropping
26 Feb 2022 10:15 PM
Posted by a Superuser, not a Sky employee. Find out more
We need the bit that says minimun guaranteed download speed
26 Feb 2022 10:16 PM
Thanks for your reply.
It starts dropping out whenever I stream video. We have a sky glass tv and once that is streaming, it drops out every 20-30 minutes.
26 Feb 2022 10:17 PM
26 Feb 2022 10:17 PM
Posted by a Superuser, not a Sky employee. Find out more
How many times does it drop in a 24 hour period?
26 Feb 2022 10:23 PM
I haven't counted however I would estimate at least 10.
26 Feb 2022 10:26 PM
Posted by a Superuser, not a Sky employee. Find out more
I will escalate to sky you are barely above your guarantee with multiple drop outs and high'ish noise margin. In this case a line fault will both cause low speed and drop outs
I've escalated your post via the community chat. This link explains how it works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.
26 Feb 2022 10:46 PM
Thank you
27 Feb 2022 12:50 PM
Posted by a Sky employeeThank you for escalating this. We have now sent an invite to chat 🙂
02 Mar 2022 12:57 PM
Posted by a Sky employeeUpdate - Spoke to Buzzwaffle and after checking things we found their services to be a management pool already, Thanks 🙂
02 Mar 2022 01:04 PM
Posted by a Superuser, not a Sky employee. Find out more
Whats Management Pool. ?
Already picked up a fault?
02 Mar 2022 01:22 PM
Posted by a Sky employeeDynamic Line Management for the speeds yeah. When it's already in this process there's nothing we can or need to do. If after the 10 days it isn't any better then we can escalate again, which customer is aware of 🙂
15 Mar 2022 11:22 AM
Hi Lisa
i have waited 10 days now and still no improvement. Please can this be escalated
ashley
15 Mar 2022 11:55 AM
Posted by a Superuser, not a Sky employee. Find out more@Buzzwaffle I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.
More information about this process can found in the link below.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
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