Wi-Fi has been dropping in and out for over 48 hours. Service checker says all fine

[Jane0704]

Wi-Fi has been dropping out every 10-15 minutes over the last 48 hours. Service checker says all is fine but it clearly isn't. Have not been able to contact sky to speak to someone so also very frustrated that as a VIP customer I am not receiving the service 

[KP27]

I've been having this issue for the last few days. Service checker says no issues. Haven't been able to get hold of Sky to resolve the issue.

[Highlinder]

@Jane0704 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

@KP27  When you run the service checker that is showing historical information can you click on broadband to run an updated test please.

[KP27]

I've run the service checker multiple times and it's saying no issues. I've also checked WiFi and that's showing as no issues. 

However my connection keeps dropping off and this is disconnecting me from work zoom calls on my laptop 

[Jane0704]

Thank you for this advice. Have done all these checks several times but will try again

[Jane0704]

Done all the recommended checks again. Still says no problem. Will leave it a while then check again 

[Highlinder]

@KP27  What happens when you click on broadband and not Wi-Fi in the service checker.

[Highlinder]

@Jane0704  black or white router from Sky?

[KP27]

The checker is showing no issues 

[Highlinder]

@KP27  So when the service checker comes up and shows you all your services did you click on broadband or just stay on the main screen for the service checker?

[Jane0704]

Black 

[Highlinder]

@Jane0704 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[KP27]

I have clicked on broadband 

[Highlinder]

@KP27  Black or white router from Sky?

[KP27]

It's a black router