topic Re: No internet in B65 in Broadband

No internet in B65

Soundprint — Sun, 29 Dec 2024 16:04:31 GMT

hi, I did not get the internet for almost a day.

is it any outages？

and I had restart the hub many times.

please check and help to fix.

post code, b65

Re: No internet in B65

Daniel0210 — Sun, 29 Dec 2024 16:19:42 GMT

@Soundprint
In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

The first thing to do is check to see if there are any outages in your local area via this link https://www.sky.com/servicechecker

If there isn't try running the line test here

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection. Once completed, if it reports back that all is good click on 'broadband' to run an updated test.

If you get amber or red you need to follow the on screen instructions.

Feedback

Re: No internet in B65

Tkrur — Sun, 29 Dec 2024 17:31:40 GMT

Hi, also in b65 and no Internet since at least 7am,

Make app says they are aware of an issue in our area.

Re: No internet in B65

Tkrur — Sun, 29 Dec 2024 17:34:58 GMT

MYSKY* not make, stupid autocorrect

Re: No internet in B65

Soundprint — Sun, 29 Dec 2024 19:03:53 GMT

over 12 hours no service.

may I ask for compensation from sky?

Re: No internet in B65

Daniel0210 — Sun, 29 Dec 2024 19:09:05 GMT

@Soundprint

No not yet. The following link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
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).

There is no such scheme in place for customers in the Republic of Ireland.

Re: No internet in B65

Tkrur — Mon, 30 Dec 2024 16:31:15 GMT

Still down for us in b65

Re: No internet in B65

Soundprint — Mon, 30 Dec 2024 17:06:47 GMT

x2.....my child cannot play mobile game , I need to order them to eng, math exercise.

perhaps need to learn Spanish tomorrow.

Re: No internet in B65

Soundprint — Tue, 31 Dec 2024 05:45:10 GMT

hi, the service has been down for 2 days already.

Should I tel to complaint and how to ask for compensation?

if the network is still no service in New year, I need to travel 1.5 hours to office for work.

Re: No internet in B65

Daniel0210 — Tue, 31 Dec 2024 06:17:39 GMT

@Soundprint

If you haven't done so already you should call Sky and ensure they are aware of the outage. The automatic compensation scheme is outlined in my earlier post.

Re: No internet in B65

Tkrur — Tue, 31 Dec 2024 19:10:41 GMT

After some investigation, the issue is caused by a car accident smashing into the green cab on a road in the area, which has took a few people out..... estimates sounds like open reach engineers will repair around 3rd January possibly.... but not 100% how true or accurate that is as heard that 3rd party

Not ideal but at least an update

Re: No internet in B65

Daniel0210 — Tue, 31 Dec 2024 19:15:56 GMT

@Tkrur

A near destroyed green cabinet is not likely to be fixed in 2 working days imo (discounting tomorrow being a bank holiday).

Re: No internet in B65

Soundprint — Tue, 31 Dec 2024 19:36:56 GMT

I just phoned to sky, the answer is also the same, earliest resume on Friday.

but don't make big hope for this.

Re: No internet in B65

Soundprint — Tue, 31 Dec 2024 19:38:34 GMT

thanks superuser.

I also understand the staff need to enjoy holiday.

anyway, happy new year 2025.

Re: No internet in B65

RachEvo — Thu, 02 Jan 2025 13:22:43 GMT

Still no Internet in B65. Been off since the 29th. Telephoned and was told the same re the box being damaged in Blackheath. Hopefully back on by Monday as I work from home and need a good connection.

Re: No internet in B65

Soundprint — Thu, 02 Jan 2025 15:05:51 GMT

keeping positive, hope it can be resumed as soon as possible.

I planed to go mcdonald to use the internet to remote.(wrost case)

Re: No internet in B65

Tkrur — Thu, 02 Jan 2025 15:17:05 GMT

Sorry, that reply, above post of mine was a reply to @Daniel0210

As a reply to his reply to my message about the car accident.

Just to avoid any confusion to anyone else

Re: No internet in B65

Tkrur — Thu, 02 Jan 2025 16:34:03 GMT

Well I see that my above reply that I sent about estimates dates has been deleted.......

Clearly someone didn't like that I am merely replying to a post that is in slight disagreement with what was said.

I was happily expanding on information I had posted about dates that and that I only said estimates and not 100% guaranteed, based on facts of speaking to othe local residents.

The ESTIMATED (but not 100% guaranted) date of the 3rd is mentioned because that is what has been mentioned else where..... it also provides an idea into time scale that if anyone was reading this when I initial posted the estimated date of the 3rd, then at least they would have a better idea. Of how long they would be without Sky Internet, due to severity of the outage and the fact there was bank holidays in the middle of the week and that the outage would not be a quick fix at all...

Yes it could be seen as dashing the hopes of people but also in some way managing expectations that it could easily be a week or so before any movement on resolution occurs, being that the outage occurred on Sunday 29th and Friday being the earliest that someone MAY (but not guaranteed) look at the issue.

If @Soundprint or @RachEvo are interested and have access

There is a local group on a social media site that starts with the letter F and the end of it rhymes with cook that has a topic about the outage and other local.residents have been discussing which includes the messages from other ISP's about the report date estimates.

Re: No internet in B65

Soundprint — Thu, 02 Jan 2025 22:07:50 GMT

hi, thanks for your information.

I would like to change other network provider.

is it I approach to other company which will help me to cancel Sky?

Re: No internet in B65

Daniel0210 — Fri, 03 Jan 2025 05:01:21 GMT

@Soundprint

If you change to a provider that also uses the Openreach infrastructure the problem will move with you.

The one touch switch should allow you to change providers by contacting the new ISP. Remember that if you are still in a discounted 18/24 months deal Sky could impose cancellation charges.

Return packaging for any equipment Sky expect back will be sent out to you near the end of any notice period. Remember to keep any proof of posting indefinitely.