topic Re: Broadband down in Broadband

Broadband down

Ro76 — Mon, 20 Jan 2025 10:32:19 GMT

Broadband is down, multiple restarts, still not working and unable to contact sky

Re: Broadband down

Daniel0210 — Mon, 20 Jan 2025 11:15:45 GMT

@Ro76
If you haven’t done it already use the below link to check to see if there are any outages nearby https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then 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.

If the service checker is still not telling you that Sky are aware you may need to call them to report it (dial 150 free from your Sky Talk landline).

Re: Broadband down

Ro76 — Mon, 20 Jan 2025 12:36:22 GMT

Service checker not working and I've done all the self help steps.

Re: Broadband down

Ro76 — Mon, 20 Jan 2025 15:33:40 GMT

After 3 days without broadband and multiple futile efforts to contact support in any meaningful way, I have figured out that it's a problem with my ONT. The PON light is off and the LOS light is flashing red.

They told me on support that there is a migration process ongoing to a new Service ID (?) with an upgrade toi a platform called Nexus (?). This was scheduled to start today at 3pm, but when I told the agent taht my service is down since Saturday, they had no answer.

Does anyone here have any idea?