No dial tone or broadband

[Wispagold1]

Hi

Woke up this morning with no WiFi working.  Unplugged everything and tried connecting everything again but no broadband light on hub.  Husband plugged phone into main phone socket and no dial tone at all.  Tried to run tests but says not available at moment.  I work from home and need broadband!  Please help!

[Mark39]

Have you tried the simple connection test here: https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-start

If it doesn't find a fault, you'll need to report it to Sky. We can ask Sky's messaging team to contact you here so that you can do so via a private online chat,  if you wish. 

[Wispagold1]

Thanks @Mark39 have tried the link 3 times now bit it always just states 'we are having some trouble and our tests are unavailable at the moment'.  

Yes if it can be reported online that would be great, thank you.

[Mark39]

Ok, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page.

Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987]

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

[Wispagold1]

@Lisa-P1987 I was told yesterday that the fault may just be fixed within 24 hours but it hasn't and I replied to the chat as they kept it open but now it has just gone???  Can it be opened again?

[Wispagold1]

@Lisa-P1987I was told yesterday that the fault may just be fixed within 24 hours but it hasn't and I replied to the chat as they kept it open but now it has just gone??? Can it be opened again?

[Lisa-P1987]

Hi there, the chat is still open and we responded 2 hours ago. Could you reset your browser and clear any cookies/cache please. See if that helps the chat come back 

[Wispagold1]

@Lisa-P1987 4th morning no phone line or Internet.  Was told on Tuesday problem in local area but now service checker is not saying this and saying no issues on local area. Tried to message again on chat yesterday afternoon but no reply as yet.  Really affecting my work as being connected to be 4G is just making it all so slow. 

[Lisa-P1987]

Good morning, you did message us out of hours which is why there was no reply. 

We have responded this morning, however with Opebreach outages, sometimes the issue is more extensive than they originally think. 

Unfortunately there is very little we can do to impact the speediness of the repair. 

Please check the chat for updates 🙂

[Wispagold1]

@Lisa-P1987 apologies the chat actually says it is available 8am to 7pm.  Thank you for the update though.  Just very frustrating when have to work from home!