problem with wifi - keeps clicking off

[clare152]

hi we're having a problem with our wifi over the last few days. the signal keeps clicking off - the internet goes down and the tv signal is also disrupted. the box on the wall seems unsteady 

[Daniel0210]

@clare152 
Wi-Fi and broadband are different. Wi-Fi is the wireless connection between your hub and your devices. Broadband is the internet connection provided by your ISP (Sky).

The first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should determine if there's an identified fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker picks up a lost connection so perhaps try 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

:lia_small-blue-diamond:

Hub lights; This link provides information about the coloured lights 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-...

Bad weather; Adverse weather can also impact your broadband.

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.

[tonydogbite]

hi, was this resolved as im having the same issue with my broadband.

[Daniel0210]

@tonydogbite 

The OP only posted an hour ago. 

[clare152]

my wifi isn't able to run consistently for more than an hour without suddenly dissconecting or slowing down completely to the point it's not usable. it worsens when i try to do something that isn't minimal usage such as calling or playing games, which it'll then just dissconect every few seconds/minutes. i've tried calling and testing my broadband over the phone and it says there's a problem with the set up, but when i test it on the app it says there's no problems at all. i'm paying for gigafast wifi that's supposed to be 900mbs but on my phone is only 400, and on my pc peaks at 170.

[Daniel0210]

@clare152 

No need for a second thread. Did you follow all the advice given to your first post? If you have, have you called Sky to report it?

[clare152]

yea i've tried everything including the link i'd been sent from text message after i called. i haven't been able to get through to a real person since i don't have a landline phone though 

[Daniel0210]

@clare152 

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.

If you buy a cheap handset in the future you only need to plug it in when you need to call Sky (by dialling 150 which is free) if there's an issue.

These are the current methods for contacting Sky, and some will be more appropriate than others …

🟧 :lia_telephone-receiver: Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if 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.

🟧online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟧Sky Assistant :lia_speech-balloon: should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟧Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🟩Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.