Wifi still not working

[Petworth]

Hi, I’m getting in touch again because my WiFi is still not working properly, despite running all the recommended checks. Every test I do says the connection is fine, but in reality it’s unusable. I can’t load basic webpages, streaming is impossible, and I can’t hold a Teams call without constant dropouts.

I previously called about this issue and was given a one-month refund, but the problem has continued with no improvement. I’m really disappointed, especially as Sky advertises a strong WiFi guarantee, which I’m clearly not receiving.

Please can you look into this urgently, as the service is not meeting the guaranteed standard. I would also like to request another refund for the period the service has not been working properly.

Thank you, and I’d appreciate getting this resolved as soon as possible.

[Daniel0210]

@Petworth 
You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

Even if you’ve already tried it use this link to check to see if there are any broadband issues or outages nearby ~ (it doesn’t necessarily disclose a problem immediately and it takes a little while to update so perhaps try it again later).
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

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

Working from home; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

Bad weather; Adverse weather can also impact your broadband.

[caesarome]

@Petworth 

Sorry but you are not talking to Sky via here as we are customers here like you.

Are all the lights showing as being lit on the hub ?