topic Re: Broadband down - Again in Broadband

Broadband down - Again

Davedi — Sun, 06 Oct 2024 07:24:56 GMT

Woke up this morning to find the broadband is down again. I have 4 lights on the router, usually all green but the last one 'voice' is orange again and I've got no internet. Done the checker test and apparently all is fine. Is there a phone number to actually speak to someone and get this sorted? Happening every couple of weeks and I'm getting tired of it now. To the point I'll be long for a new provider soon if this doesn't improve. Thanks in advance

Re: Broadband down - Again

Daniel0210 — Sun, 06 Oct 2024 07:37:27 GMT

@Davedi
You can call Sky free by dialling 150 from a Sky Talk landline or a Sky Mobile, alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated ROI number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

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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 you notify Sky of the fault, 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 (from 01/04/24 the rates are £9.76 per day).

Re: Broadband down - Again

AA1985 — Sun, 06 Oct 2024 08:05:14 GMT

Hi we have same issue this morning. First 3 lights green, voice orange...Al health checks look ok. Managed to call sky after a half hour run in circles to find a number and apparently I need an engineer out...who won't manage until Tuesday afternoon and that is priority apparently! Shambles!

Re: Broadband down - Again

Daniel0210 — Sun, 06 Oct 2024 08:07:53 GMT

@AA1985

Two working days is the standard time provided by Openreach for domestic issues. Nothing unusual with that I'm afraid.

Re: Broadband down - Again

Rking97 — Sun, 06 Oct 2024 08:09:03 GMT

We also have the same issue. Also the plug thing in the wall, has also got a red light on it. As well as the orange light on the route box.

Re: Broadband down - Again

AA1985 — Sun, 06 Oct 2024 10:23:31 GMT

Helpful 🙄 I'm able to read all the info on Sky website 🤔

Re: Broadband down - Again

Dumpingsky1 — Tue, 08 Oct 2024 14:45:49 GMT

We ard having the same issue. Its getting beyond a joke now

Re: Broadband down - Again

SmiffyC1969 — Tue, 08 Oct 2024 14:49:39 GMT

Mine is exactly the same and I work from home. Got through to a lady who talked me through what id already done. Sky engineer visiting Thursday which is infuriating as I work from home

Re: Broadband down - Again

Daniel0210 — Tue, 08 Oct 2024 14:52:12 GMT

@SmiffyC1969

Two days is a pretty good (but standard) response time for a fault with a Sky domestic subscription.

Re: Broadband down - Again

SmiffyC1969 — Tue, 08 Oct 2024 14:54:32 GMT

It is standard I agree just annoying as I will have to book leave until it's resolved or go to a friend's house and use their wifi

Re: Broadband down - Again

Daniel0210 — Tue, 08 Oct 2024 14:56:30 GMT

@SmiffyC1969

Working from home does not give any quicker response from Openreach so it's always worth having a plan B or failing that having a (much more) expensive business subscription.