topic Re: Outages in Broadband

Sky internet down in Solihull??

dawns65 — Wed, 17 Apr 2024 17:00:19 GMT

Is Sky internet down in the B90 area?

Re: Sky internet down in Solihull??

ChrisC90 — Wed, 17 Apr 2024 17:18:56 GMT

I'm in B47 Wythall and it's the same. Went off about 30 mins ago.

Orange light has come on the router for the internet.

Thought it was just mine, least I know it's a local problem now.

Thanks

Outages

Raheela+Q — Wed, 17 Apr 2024 17:20:04 GMT

Networks gone down randomly and there's been no updates from sky?? How can i get it back up ASAP and sky to fix this issue

Re: Outages

Daniel0210 — Wed, 17 Apr 2024 17:21:29 GMT

@Raheela+Q wrote:

Networks gone down randomly and there's been no updates from sky?

@Raheela+Q

Have you reported the outage to Sky?

Re: Sky internet down in Solihull??

Ai_86 — Wed, 17 Apr 2024 17:22:11 GMT

B90 also down

Re: Outages

Raheela+Q — Wed, 17 Apr 2024 17:22:23 GMT

I've received a message a while ago saying it will be fixed but there's been no further info

Re: Outages

Daniel0210 — Wed, 17 Apr 2024 17:26:16 GMT

@Raheela+Q

Openreach aim to fix faults within 2 working days and claim to do that 85% of the time. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when the fault is first reported to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates from 01/04/24).

Re: Sky internet down in Solihull??

Bobby24 — Wed, 17 Apr 2024 17:26:26 GMT

Down in Shirley area

Re: Outages

Raheela+Q — Wed, 17 Apr 2024 17:28:24 GMT

So what am I meant to do in the meantime?!? I have a whole family who rely on the internet

Re: Outages

Daniel0210 — Wed, 17 Apr 2024 17:30:09 GMT

@Raheela+Q

Don't shoot the messenger. You aren’t contacting Sky Customer Services by posting on here. This is primarily a customer to customer forum.

Re: Outages

Raheela+Q — Wed, 17 Apr 2024 17:32:07 GMT

But what should I actually do???

Re: Outages

cookiemonsteruk — Wed, 17 Apr 2024 17:33:14 GMT

@Raheela+Q

Where abouts are you?

Re: Outages

Raheela+Q — Wed, 17 Apr 2024 17:34:33 GMT

Birmingham

Re: Outages

Daniel0210 — Wed, 17 Apr 2024 17:35:56 GMT

@Raheela+Q

There's another thread with an issue in Solihull so maybe connected.,

Re: Outages

cookiemonsteruk — Wed, 17 Apr 2024 17:37:27 GMT

@Raheela+Q

There is an issue in wider Birmingham area

https://helpforum.sky.com/t5/Broadband/Sky-internet-down-in-Solihull/td-p/4621141

Re: Sky internet down in Solihull??

Irrum — Wed, 17 Apr 2024 17:37:54 GMT

Yes having the same issue in B14, internet went down half an hour ago and the internet light is still orange after taking out the wires and putting them back in.

Re: Sky internet down in Solihull??

Raheela+Q — Wed, 17 Apr 2024 17:43:36 GMT

Same issue in B13, Sky seems to showing themselves as unreliable and a waste of money

Internet is down in kings heath

Kieran311 — Wed, 17 Apr 2024 18:07:29 GMT

How long will it take to come back, will I be recompensed for lack of service. or can I cancel my contract if it's often?

I can't work without the internet so it's kinda critical really.

Re: Internet is down in kings heath

Daniel0210 — Wed, 17 Apr 2024 18:12:23 GMT

@Kieran311 wrote:

How long will it take to come back,

as customers we can't say

will I be recompensed for lack of service.

Only if it lasts over 2 days. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when the fault is first reported to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates from 01/04/24).

I can't work without the internet so it's kinda critical really.

Be aware Sky Broadband is a domestic service so the fix time isn't influenced by customers wfh.

Re: Sky internet down in Solihull??

cookiemonsteruk — Wed, 17 Apr 2024 18:12:55 GMT

@Kieran311

Ongoing outage in the greater Birminham area affecting other isps. Openreach have 2days to fix before you are due compensation