topic Re: outage in Chesterfield again in Broadband

outage in Chesterfield again

JustinAxe — Fri, 13 Mar 2026 07:04:22 GMT

Looks like it is BT as the pon light is red on the fibre box. Any explanation?

Re: outage in Chesterfield again

cookiemonsteruk — Fri, 13 Mar 2026 07:22:48 GMT

There doesn't seem to be a widespread outage either with sky or Bt. Give sky a call on 150 from your sky landline or sky mobile if not up by 08:00

Re: outage in Chesterfield again

JustinAxe — Fri, 13 Mar 2026 07:45:38 GMT

The app says there is an outage.

Re: outage in Chesterfield again

cookiemonsteruk — Fri, 13 Mar 2026 07:48:31 GMT

@JustinAxe

It may be localised as opposed to a widespread network issue . Give sky a call as above

Re: outage in Chesterfield again

Dimsum — Fri, 13 Mar 2026 08:10:36 GMT

I encountered the same issue as you. The middle LED on the hub is red since 4am.

Re: outage in Chesterfield again

Daniel0210 — Fri, 13 Mar 2026 08:14:04 GMT

@Dimsum
This link provides information about the coloured lights you may see on the various hubs https://www.sky.com/help/articles/hub-lights-explained-start

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again 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 okay 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.

🔹

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-ONT/ba-p/5151861#M1014

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; 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: outage in Chesterfield again

Dimsum — Fri, 13 Mar 2026 08:49:19 GMT

I’ve tried all the steps, but no luck:(

It says :

There's an outage in your area

We're working on getting you back up and running. It usually takes a couple of days to fix things like this but might be sooner.
😭

Re: outage in Chesterfield again

JimM1 — Fri, 13 Mar 2026 09:34:40 GMT

@Dimsum Standard generic message when there is a service supply issue to your connection, the fault may be up and repaired quickly or it may just take a longer time, it's all down to what has caused the problem!

Re: outage in Chesterfield again

Daniel0210 — Fri, 13 Mar 2026 10:07:06 GMT

@Dimsum
Once aware Sky 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.

Some repairs take 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 rates are £9.98 for every complete 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.