topic Re: Wifi down in Broadband

Wifi down

Haddy456 — Fri, 26 Jul 2024 05:58:23 GMT

Hello my wifi is not working, ive run diagnostic tests via the app which says everything is fine.

Re: Wifi down

Scottish-UK — Fri, 26 Jul 2024 06:19:10 GMT

Same as my situation.

i have powered down the router and restarted but still no WiFi..

IMG_1670.jpeg

router lights are green for power, amber for internet, green for WiFi , amber for voice.

what's the process other than reboot router (which I have already tried) ?

Re: Wifi down

Chrisee — Fri, 26 Jul 2024 06:19:46 GMT

@Haddy456 the app is a nuisance as it takes up to am niur to pick up the connection is down which is pretty useless. You can try clicking to re-run the test as it can then tell you if Sky are aware of a fault in your area or simpky call Sky.

Re: Wifi down

Scottish-UK — Tue, 30 Jul 2024 09:48:42 GMT

I've run the service checker app, which as described above isn't smart enough to detect an issue.

[removed] open ling hours are 8am to 9pm...

The automated phone system sends you a text to the sky.com fault checker and says that you can raise a case online which is incorrect, so I will have to wait until opening hours of 8am.

Fault area: West London , (W5)

Info for others , I have run through the hard rest procedure of the router by holding down the small black button to reset to factory settings which did not resolve the issue, and the router now shows green for power,

amber for internet and green for WiFi.

Moderator note: removed internal phone number

Re: Wifi down

Galaxy88 — Fri, 26 Jul 2024 07:02:52 GMT

I have the same issue in W13. Sky app says no faults in my area but orange lights persisting after multiple resets.

Re: Wifi down

Aga84 — Fri, 26 Jul 2024 07:19:39 GMT

Same problem in W13 London. Sky app says no faults in my area but orange Internet light persisting after multiple resets.

Re: Wifi down

DanielTas1995 — Fri, 26 Jul 2024 07:19:51 GMT

I also have the same issue and am based in W13

Re: Wifi down

jamesfegh — Fri, 26 Jul 2024 07:20:19 GMT

Same for me in W13. Have just spoken to an extremely unhelpful Sky operative who told me that I could find an engineer locally to come and look at it today if I wanted then put the phone down on me.

Re: Wifi down

Scottish-UK — Fri, 26 Jul 2024 07:26:02 GMT

FYI , case logged with very helpful customer service agent on the phone via tel: 0333 759 xxxx including uploading photos or the router and phone socket.

No widespread faults reported at the moment, but they have just opened, I mentioned that there were a few people reporting issues here in the community section and the agent said that that team hasn't started for today yet so it won't be cross checked yet ...

The bad news is that the response time for the next level support team is... "You will be contacted in the next 72 hours "

Re: Wifi down

Jos4 — Fri, 26 Jul 2024 07:32:07 GMT

Same W13 , i guess we are the lucky* ones, i hope they figure the issue and can fix it.

Re: Wifi down

Meg414 — Fri, 26 Jul 2024 07:50:28 GMT

Same in W13

Re: Wifi down

zhao — Fri, 26 Jul 2024 07:55:01 GMT

same problem in my broadband. it is down from this morning. online test says everything is fine. what can i do?

Re: Wifi down

Jos4 — Fri, 26 Jul 2024 08:20:57 GMT

Finally they find the issue....

Their saying:

"There's an outage in your area

We're working on getting you back up and running. It usually takes a couple of days to fix things like this but might be sooner."

Re: Wifi down

Jos4 — Fri, 26 Jul 2024 08:25:19 GMT

Outage in your area?

Yes

Service impacted: Broadband
Outage start date: 26 July 2024

We know there's an outage in your area. You don't need to do anything - we're working on getting you back up and running. It usually takes a couple of days to fix things like this but might be sooner.

When it's fixed, your service will automatically start working again.

Re: Wifi down

zhao — Fri, 26 Jul 2024 08:31:59 GMT

It will take a couple of days to get internet back? what a service from Sky. This will be my last time to use their service.

Re: Wifi down

Scottish-UK — Fri, 26 Jul 2024 16:19:55 GMT

My internet had come back up as of 4:45pm, location London W5

I'm not sure what time the service was restored as I didn't get any communications about the outage being fixed.

Re: Wifi down

Deanstenhouse — Wed, 01 Jan 2025 17:46:28 GMT

Every thing is not fine I can't connect