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Discussion topic: Phone and broadband is down but the Service Checker keeps crashing so I cant get support!

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This message was authored by Plan3tBob This message was authored by: Plan3tBob

Phone and broadband is down but the Service Checker keeps crashing so I cant get support!

Hi,

 

My phone and internet are both down.  I've run the 'service checker' which agrees with me to start with, then it runs a 'line check'

 

... at which point it crashes to a "Sorry, that didn't work" message. followed by "Service Checker isn't available right now. Please try again later or visit http://www.sky.com/help"

 

[See YouTube for video of service checker failing:  https://youtu.be/R1EicaisWZs  ]

 

This means that I can't get to the next step which gets someone to acknowledge and fix my issue!

 

I've spent about 90 minutes going round and around articles, links and chat bots.

 

 I don't know what to do to get this logged and fixed... Any ideas?

 

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This message was authored by Highlinder This message was authored by: Highlinder

Re: Phone and broadband is down but the Service Checker keeps crashing so I cant get support!

Posted by a Superuser, not a Sky employee. Find out more

@Plan3tBob  Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

If someone has helped give them Like.

If you have found this solution helpful please tick this as the answer.
Plan3tBob
Topic Author
This message was authored by Plan3tBob This message was authored by: Plan3tBob

Re: Phone and broadband is down but the Service Checker keeps crashing so I cant get support!

Did you read my post?  🤣

 

The 'sky broadband testing function' is failing... I videod it and put a link to the video on youtube (in original post).

 

Any help really appreciated 🙃

This message was authored by caesarome This message was authored by: caesarome

Re: Phone and broadband is down but the Service Checker keeps crashing so I cant get support!

Posted by a Superuser, not a Sky employee. Find out more

@Plan3tBob 

To get you some help 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

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This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Phone and broadband is down but the Service Checker keeps crashing so I cant get support!

Posted by a Sky employee

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

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