topic Re: Hub lights out, broadband check okay! in Broadband

Hub lights out, broadband check okay!

Geen1 — Mon, 15 Apr 2024 20:23:15 GMT

Sky broadband check says everything is fine but I can see with my own eyes that I have 2 lights rather than 3 on the hub. The internet light is off. Intermittently it will flash orange and then go off again. In what circumstance can you apparently have no problems when the hub is telling you the exact opposite?

Re: Hub lights out, broadband check okay!

Stagg311 — Mon, 15 Apr 2024 20:27:09 GMT

I also have the same. I think it's skys problem

Re: Hub lights out, broadband check okay!

Chrisee — Tue, 16 Apr 2024 06:26:19 GMT

@Geen1 & @Stagg311 if you click through in the app and run the test while connected then you will be told if there is a known fault in your area. The result you getvwhen you first look is the result of the last automated test not the current position.

Re: Hub lights out, broadband check okay!

Geen1 — Thu, 02 May 2024 22:06:47 GMT

Well I have exactly the same fault again. What is the point of the check if it only knows about known faults. So, if your particular fault is not a known fault, it will say your system is all fine?! That's what seems to be happening. Makes no sense.

Re: Hub lights out, broadband check okay!

Chrisee — Fri, 03 May 2024 06:05:39 GMT

@Geen1 the test cannot run when the line is down which is pretty obvious so all it can do is tell you if Sky are already aware of a fault affecting your line. What it can't do is determine why you hub is not responding which is why you need to call Sky so they can talk to you to establish what type of fault you have so the right steps can be taken to get your service back.

However it saves several thousand wasted calls where there is a fault affecting a wide area which blocks the whole of Sky's phone system with 5 million customers if just 0.1% of customers are off line thst is 5,000 calls.

Re: Hub lights out, broadband check okay!

Geen1 — Sat, 04 May 2024 08:25:43 GMT

Yes, that makes a lot of sense. I have no issue with the system telling me that there are or aren't any no known faults in my area. My frustration is that the check repeatedly reports everything to be fine with the hub when you can see with your own eyes that that hub lights are out.