topic Re: Broadband outage in Broadband

Broadband outage

Jstardan — Sat, 18 Oct 2025 07:12:43 GMT

Sky broadband router showing solid amber light

Re: Broadband outage

Daniel0210 — Sat, 18 Oct 2025 07:16:52 GMT

@Jstardan
Use this link to check to see if there are any broadband issues or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update so perhaps try again an hour or so later).

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 contact Sky to report it. The easiest way is to 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

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

Re: Broadband outage

Jstardan — Sat, 18 Oct 2025 07:57:26 GMT

Thanks Daniel,

the app has now updated and is indicating "an issue in my area" although the expected resolution in "2days" has created some family anxiety (anyone know where we kept the board games?).

Hopefuly resolved before work on Monday!

Re: Broadband outage

JimM1 — Sat, 18 Oct 2025 08:36:44 GMT

@Jstardan You will have stored them in a safe place hopefully! Please also be aware it's an estimated 2 day's, hopefully quicker just depends on what the fault is and how quickly OR can deal with it all!

Re: Broadband outage

Daniel0210 — Sat, 18 Oct 2025 09:07:10 GMT

@Jstardan wrote:

expected resolution in "2days"

@Jstardan

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases.