Can no longer connect to 4G or any network connection, apart from WiFi

[Juli79]

For the past couple of weeks, I have been unable to connect to anything apart from WiFi. Before then, 4G was available and really fast, then suddenly it stopped. Cannot access anything from outdoors, can't send/receive sms or phone calls. 

[caesarome]

@Juli79 

Does any mast issues show here for you:

https://www.sky.com/help/servicestatus/your-services/mobile

[Juli79]

@caesarome thank you for you help, I have looked into this already and the masts are fine. I have also switched my device on and off multiple times.

[caesarome]

@Juli79 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed.

This isn't a live chat so replies are not instant.

[Greenfingers001]

Thanks for escalating this. We’ve sent Juli79 an invite to chat.

[Tom-W19]

Hi @Juli79 

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[Juli79]

Sorry, since I can only use WiFi I am unable to connect during working hours during the week. The masts still show no issue in my area.