topic Re: No internet in Broadband

No internet

msvp — Thu, 25 Apr 2024 21:02:54 GMT

Our internet has been down approximately 6 hours, the test says it can't find our hub? Power and wifi lights on, the rest off. Tried restarting and resetting even nothing worked.

Re: No internet

Kenkid13 — Thu, 25 Apr 2024 21:20:13 GMT

Mine has been going down all day. A few minutes at a time but its really annoying. It went down during a work meeting today.

Re: No internet

Sendhelp — Thu, 25 Apr 2024 21:36:22 GMT

Same here. Our service has been dropping out 3 or 4 times a day, sometimes only for a few minutes but still hugely inconvenient. Orange light on router shows. Have replaced cable but still happening. Service checker says supply is good and no known issues yet community discussion would suggest otherwise!

Re: No internet

Chrisee — Fri, 26 Apr 2024 06:47:47 GMT

@msvp @Sendhelp @Kenkid13

An amber internet light on a black Sky hub means it has lost connection to the exchange pretty obviously the connection check cannot talk to the hub however it will have checked whether there was a known issue affecting your line and told you if there was this saves you a wasted call to Sky reporting a fault they already know about.

If it doesnt you need to report the fault yourselves by calling in. There are two reasons the first is so they can get Openreach to check your line and fix it. Secondly it starts the clock so you will recive compensation id the fault is not fixed by the end of the second wirking day after you report the issue see Customer Auto-Compensation | Sky Help | Sky.com

Re: No internet

Kenkid13 — Wed, 08 May 2024 16:38:27 GMT

I called Sky, I had to do most of the work for the person on the phone. He kept offering advice for a weak signal, befor he finally got that the connection to the job kept dropping. He has now sent me a new router to try, but I don't think that's the issue as others are reporting the same issue all around the country.

Re: No internet

TimmyBGood — Wed, 08 May 2024 16:59:06 GMT

@Kenkid13 wrote:

I don't think that's the issue as others are reporting the same issue all around the country.

Sky supplies broadband to around six million domestic properties, so such reports are entirely normal: with that number of subscribers a tiny overall fault percentage is still a lot of unhappy customers.

In the vast majority of cases, the problem is with the individual Openreach circuit to the affected address.