topic Wifi has been down for 5 hours. in Broadband

Wifi has been down for 5 hours.

MrJordanMurphy — Wed, 18 Jun 2025 15:06:10 GMT

The modem is showing an orange light. Disconnecting an reconnecting is not fixing the issue.

Re: Wifi has been down for 5 hours.

GD1 — Wed, 18 Jun 2025 15:11:38 GMT

@MrJordanMurphy If there is an outage no amount of disconnecting and reconnecting will resolve it.

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.

Re: Wifi has been down for 5 hours.

MrJordanMurphy — Wed, 18 Jun 2025 21:42:38 GMT

There's no issues in my area, I've run all diagnostic checks, they've all come back green. I've tried disconnecting it all, and resetting the box.

Phoned Sky and I have to wait 72 hours for an engineer to contact me. They have said they will send a replacement box out in case that's the issue, but that will most likely be a few days as well. It's now been down for 12 hours, which is very frustrating, waiting 3 days for someone to look into the issue isn't making me feel much better about it either.

Re: Wifi has been down for 5 hours.

GD1 — Wed, 18 Jun 2025 23:16:39 GMT

@MrJordanMurphy The SLA to fix a fault on the Open reach network is 2 working days from being reported, this the same for all ISP's that use this network.

Re: Wifi has been down for 5 hours.

Daniel0210 — Thu, 19 Jun 2025 04:32:52 GMT

@MrJordanMurphy
As stated above in the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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: Wifi has been down for 5 hours.

MrJordanMurphy — Fri, 20 Jun 2025 22:27:36 GMT

The engineer is booked in for the 23rd so hopefully they'll be able to sort it.

New box arrived today. No orange light, but two lights are off, so the engineer's definitely needed.