What to do if your Sky Broadband Isn’t Working (2018 Guide)

If you’re wondering whether your specific router is down, or if the service in your area is experiencing technical difficulties, then you can check for a problem using Sky Diagnostics.

Connection Problems

Once you have run the diagnostics on the Sky page, you can take the option to test your broadband, or test the service manually. The former option will automatically check your connection to your broadband, meaning that Sky will do all of the work for you. If you get an error message, or you are told that there is an issue with your router, attempt to troubleshoot by unplugging it for 5 minutes. Once this time has passed, plug your router back into the wall and wait whilst it reboots. If this doesn’t fix the problem, you may need to contact Sky for further help. If you need to reorder another router, this is the number you can do so on.

If you choose to test your connection manually, then you will be able to click through a series of informational FAQ’s that allow you to find the problem. This service will allow you to explore options relating to a lack of broadband, or a slow service on behalf of Sky. Once you click on the manual option, you can choose which problem you’re having, which device you’re having the problem on, and how you can resolve the issue. If you are still experiencing problems after doing this, you should contact the Sky team and book a service engineer.

Sky Fiber

Sky Fiber is a new way of getting online. With faster broadband speeds and offers, such as a £50 prepaid Master Card, Sky’s latest venture offer fibre optic speed for affordable prices. With award-winning tech and a team of tech gurus to help you if you lose speed or connection, this is one of the better options from Sky, and a new router can be ordered from the Sky fibre website.

Wifi issues

If your TV, phone line, and some devices are working, yet you are struggling to connect to the wifi from Sky, then you may need to contact the team for further assistance. Alternatively, you can troubleshoot your connection – as there may be a problem with your DNS. You can do this by right-clicking on the internet icon on the bottom right of your screen and clicking “Troubleshoot Problems”. From here, your device will automatically find any errors on the connection and reset them. With laptops and computers, you will find that there is usually a DNS error behind the scenes. However, this process can be a little more complicated when connecting to your wifi from a mobile device or tablet. To reconnect to your wifi from your mobile device or tablet:

  1. Simply turn your wifi settings off and then on again.
  2. Failing this, restart your phone

If your phone still won’t connect to your Sky wifi, try the following:

  1. Click on your wifi settings
  2. Select the wifi you connect to and click “forget” after holding your finger over it
  3. Once you have done this, reconnect using your passcode (usually found on the router)
  4. Failing these options, contact the Sky team for assistance.

Router Not Working

If you believe that your router is not working, that it is faulty, or if you think that you have received a damaged router from Sky, you will need to contact the Sky team in order to replace it. If you believe that the router has experienced a malfuntion, you can try turning it off an on again at the wall. Leave the device off for a minimum of 10 minutes before turning it back on. If you are still experiencing difficulties, you will need a replacement. If you are under warranty, you will not have to pay for a new box.