topic Re: Internet down in Broadband

Internet down

Jass1 — Thu, 03 Apr 2025 12:45:06 GMT

I have checked my internet connection is down , there is no light on the box

Re: Internet down

caesarome — Thu, 03 Apr 2025 12:53:24 GMT

@Jass1

The first thing to check is this link to see if there are any outages in your area:
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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

Re: Internet down

Jass1 — Thu, 03 Apr 2025 13:41:19 GMT

Hi thank you for the info, it seems that it's an external issue. I've been speaking to sky and they have stated its open reach but they are saying that it could take up to Monday

Re: Internet down

Daniel0210 — Thu, 03 Apr 2025 13:43:08 GMT

@Jass1

Monday is within the agreed guidelines.

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

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 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 Sky are notified 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 equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.