Internet

[Aolive]

No network connection it keeps happening I'm getting bored of my children complaining about the Internet

[Daniel0210]

@Aolive 
Start by using this link to check if there are any issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker

It’s always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying it again later.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline (if it’s still working).

🔸

Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky allow customers working from home to use it, they won’t receive additional or quicker support.

[Aolive]

My Internet connection isn't working I've tried everything the app seams to believe everything is working okay when it definitely isn't i would like this issue sorted ASAP as my autistic adhd son will start to lose his temper and smash things up

[Daniel0210]

@Aolive 
So, the same advice I gave you in July …

Firstly it’s worth pointing out that Broadband and Wi-Fi are different. Broadband is the internet connection provided by your ISP (Sky), Wi-Fi is the wireless connection between your hub and devices.

Start by using this link to check if there are any broadband issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker
(this won’t necessarily identify a fault just affecting your address).

It’s always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying it again later.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔸Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

🔸Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

🔸Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky allow customers working from home to use it, they won’t receive additional or quicker support.

[Aolive]

My Internet isn't working although the service check is saying it's connected it's not,, ive had enough of this now it's continually happening I'm paying for a service that I'm not actually getting my son is adad and is already smashing things up because he's gaming and the wifi keeps going down

[Daniel0210]

@Aolive 

Once again, the advice is the same as given twice before. Have you contacted Sky as suggested if this is an ongoing issue? 

[Aolive]

I have followed all the advice you gave to me,, ots still not working I've tried contacting sky and the opinion on the automated service there are no options for me to talk to someone,, this is becoming an absolute joke,, once again I've tried you're opinion still not working,, even though through the sky app it saying I'm connected im not,, can I have a contact number for sky please direct. Not the automated service lines someone i can actually talk to,, real help not computers or ai generation,, im actually really angry and upset this keeps happening more and more frequently,, im paying for a service a little of money i want it sorted 

[Daniel0210]

@Aolive 

Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline as you have Sky Broadband. The forum doesn't allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

[Aolive]

I don't have sky land line so I cant do that,, i have already told you I have completed the usual steps turning it all off waiting 5 mins then turning back on,, honestly I'm getting so frustrated I'm going to smash it to pieces and then cancell my direct debits I'm done with the stress and upset and no1 willing to help with the issue it's a joke

[Daniel0210]

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@Aolive wrote:

and no1 willing to help with the issue it's a joke

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@Aolive 

You do realise you're only talking to other customers on here and not Sky? I've tried to help you on three occasions.

You do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine and entirely your choice.

In the future you can plug in a cheap handset when you need to call Sky (dialling 150 free) if the Sky Talk side of things are working.

🔸

Frustrating as it sounds cancelling your payment method is definitely not a good idea and it will cause you lots of additional problems.

The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added monthly and then Sky will involve a debt recovery company which will affect your credit rating.