topic Re: No internet on 25/12/2025 in Broadband

No internet on 25/12/2025

Lyndarose — Thu, 25 Dec 2025 16:58:14 GMT

I have no internet i have checked all the things I'm supposed to do. Still not working. Very angry customer.

Re: No internet on 25/12/2025

JimM1 — Thu, 25 Dec 2025 17:11:45 GMT

@Lyndarose What do you see with this link below if anything?

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

Re: No internet on 25/12/2025

GD1 — Thu, 25 Dec 2025 17:26:33 GMT

@Lyndarose A fault can happen on an day regardless. 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: No internet on 25/12/2025

Daniel0210 — Thu, 25 Dec 2025 17:34:54 GMT

Unfortunate timing @Lyndarose

If you have to contact Sky they will usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases. So I'm afraid Openreach wouldn't even look at it until Monday 29th at the earliest.

Some repairs take even longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting permission from the local council).

▪️

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 Ofcom’s website:~
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.

This auto compensation is 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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: No internet

GD1 — Thu, 25 Dec 2025 21:25:54 GMT

@Lyndarose You won't get a refund, you will only get compensation if your service is down longer than 2 working days from reporting it to Sky. Worth noting that today, tomorrow, Saturday & Sunday or non working days this week.

Also your duplicate thread you created after this one has been removed, creating duplicate threads is unhelpful and won't get a quicker resolution.

Re: No internet

JimM1 — Thu, 25 Dec 2025 21:20:59 GMT

@Lyndarose If you can also stick to the one Posting rather than create multiples, makes it easier on those trying to assist when possible and having multiple replies to different posting's!