topic Re: No broadband again in Broadband

No broadband again

JanKev — Tue, 29 Apr 2025 22:24:28 GMT

Broadband outage

Re: No broadband again

AstonFamily — Tue, 29 Apr 2025 22:52:11 GMT

Looks like it went down at lunchtime today but hasn't come back up for a lot of people, even though the sky service checker seems to think it's fine?

https://downdetector.co.uk/status/sky/

Re: No broadband again

Daniel0210 — Wed, 30 Apr 2025 04:46:08 GMT

@JanKev
If you haven’t done it already use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault perhaps 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 you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.

Re: No broadband again

Daniel0210 — Wed, 30 Apr 2025 04:49:23 GMT

@AstonFamily

The outage yesterday lunchtime was apparently confined to parts of Scotland and was short lasting

https://helpforum.sky.com/t5/Broadband/Broadband-issues-Scotland-29-04-25/td-p/4971392

Re: No broadband again

JanKev — Wed, 30 Apr 2025 08:07:07 GMT

It went out in Portchester Monday evening sky say should be back on by midday Wednesday.

Re: No broadband again

Daniel0210 — Wed, 30 Apr 2025 09:11:51 GMT

@JanKev wrote:

sky say should be back on by midday Wednesday.

@JanKev

Two days is a standard response. In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS. Openreach claim to reach this in 80%+ of cases.

Re: No broadband again

JanKev — Mon, 05 May 2025 08:15:33 GMT

5th May and still no broadband. This is a joke.

Re: No broadband again

JimM1 — Mon, 05 May 2025 08:18:49 GMT

@JanKev Taking longer than expected for the fix with whatever is the fault condition.

Re: No broadband again

Daniel0210 — Mon, 05 May 2025 09:58:48 GMT

@JanKev
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS as a,ready stated.

This 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.

From the Ofcom website:~
So if your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

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 01/04/25 the new rates are £9.98 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.

Re: No broadband again

JanKev — Mon, 05 May 2025 14:22:58 GMT

Compensation is ok but I really would prefer my internet to not keep going down. Was told last year it takes Open reach so long to repair as they only work 9 till 5 Monday to Friday to repair Sky lines as Sky will not pay the overtime for them to work evenings or weekends.

Re: No broadband again

Daniel0210 — Mon, 05 May 2025 14:28:28 GMT

@JanKev

Nothingto do with Skys willingness to pay overtime. The same applies to all ISP's using the Openreach infrastructure.

Re: No broadband again

JanKev — Mon, 05 May 2025 14:32:53 GMT

So why does it take so long to repair the cables. I am sure if it was BT internet that was down it would be repaired quicker than this has been.

Re: No broadband again

Daniel0210 — Mon, 05 May 2025 14:34:32 GMT

@JanKev wrote:

So why does it take so long to repair the cables. I am sure if it was BT internet that was down it would be repaired quicker than this has been.

@JanKev

Definitely not. Openreach are not allowed to favour work for BT customers. Ofcom would come down on them severely if that happened.

Re: No broadband again

JanKev — Mon, 05 May 2025 14:37:07 GMT

So why does it take so long to repair. I was told last Wednesday that they needed traffic control to effect the repair BT can arrange that within hours it really doesn't take days.

Re: No broadband again

Daniel0210 — Mon, 05 May 2025 14:39:18 GMT

@JanKev

Any digging up of the road or pavement requires Openreach to seek permission from the local council and then arrange a crew to carry out that work.

Re: No broadband again

JimM1 — Mon, 05 May 2025 14:39:35 GMT

@JanKev You can surmise whatever you think, it takes whatever time that it takes to get the repair done.

Re: No broadband again

JanKev — Mon, 05 May 2025 14:41:56 GMT

No digging required as all cables run through culverts or overhead lines. All utility companies have contracts with traffic control for immediate response.