topic Re: No internet in Broadband

No internet

Reen2 — Wed, 16 Sep 2026 11:15:40 GMT

Have no internet - have broadband, to works but devices ie phones and lap top doesn't

Re: No internet

RachelHTFC — Wed, 16 Sep 2026 11:24:10 GMT

Snap... flashing green light on hub but nothing got Internet

Re: No internet

caesarome — Wed, 16 Sep 2026 12:53:14 GMT

@Reen2 @RachelHTFC

The first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If nothing shows then try this line test:
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

yorkshire1 — Wed, 16 Sep 2026 13:23:05 GMT

We also have the green light, but sky saying no issues? We cant connect, we have no phone line. Live rural and mobiles have no signal so absolutely stuck, engineer not coming out until the 24th. It just isn't good enough sky

Re: No internet

RachelHTFC — Wed, 16 Sep 2026 14:24:07 GMT

@yorkshire1 that's the exact same for us... are you in the ripon/ Thirsk area by any chance? We've also been told 24th, our signal is not good but we do get 4g (sometimes). Sky still showing line test as being fine, despite us and everyone in the village that uses Sky now being off. Hopefully this will lead to a faster resolution as its almost certainly a widespread issue

Re: No internet

yorkshire1 — Wed, 16 Sep 2026 15:03:47 GMT

Just outside of ripon, no one else we know has issues but im also not sure who their providers are. We got told it was our home set up but the Internet testing keep clearly saying it isnt, its something to do with sky themselves. They said they will now look at it after pushing my engineer appointment back so fingers crossed we all get it back on 🤞

Re: No internet

AVB2 — Wed, 16 Sep 2026 15:07:30 GMT

In Thirsk area. No internet, phone or TV service since around 12.30. It says its a problem with my set up but clearly not as line checks now showing all services are out. Impossible to speak to a human at sky. Endless doom loop of AI bots.

Has anyone been able to speak to a human and find out if sky are aware of this and getting it fixed?

There was an openreach engineer doing something at the mains box this morning (Sutton, near Thirsk) and which cannot be a coincidence

Re: No internet

RachelHTFC — Wed, 16 Sep 2026 15:16:47 GMT

@yorkshire1 @AVB2 it seems to be an issue localised to our area and only impacting sky customers. Others in our village are affected - all sky customers. Someone has advised that they are getting an SSL certificate error so I'm wondering if their SSL cert has expired.

I spoke to sky but honestly, don't bother... they blamed my hub initially (that were going to send me one but might take 5 days), then said they would send an engineer but not until 24th September, then blamed my internal set up which i had to send photos of. They literally don't have a clue. Absolutely shocking service. I'm a home worker and our office is closed this week so couldn't have happened at a worse time!

Re: No internet

yorkshire1 — Wed, 16 Sep 2026 15:17:07 GMT

Yes! Around 12.30 here too ! They said i havent got my set up correct at home but my checker says its on sky's side. Its always BT openreach 🙄

Re: No internet

yorkshire1 — Wed, 16 Sep 2026 15:19:31 GMT

Yes exact same for me, engineer on 24th, then they postponed to 30th. So it is a localised issue, we are north stainley if that helps anyone

Re: No internet

RachelHTFC — Wed, 16 Sep 2026 15:24:39 GMT

@yorkshire1 we're Dishforth... looks like it's only impacting sky customers though, others in the village are OK! So don't think it's Openreach (on this occasion!). I strongly suspect SSL certificate expiry given someone else has had an SSL error on one of their devices and the slow green flashing light on my hub is apparently it trying to authenticate... which it wouldn't do without a valid SSL cert

Re: No internet

AVB2 — Thu, 17 Sep 2026 07:28:50 GMT

Managed to speak to someone who listened after a few attempts

I explained to the human agent that it is an issue affecting only sky customers in north yorkshire. He said that no known area issues had been reported on his dashboard. So he reported this to openreach as an issue and apparantly openreach will be working on it remotely first and then locally at exchanges if needed.

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Re: No internet

yorkshire1 — Wed, 16 Sep 2026 15:54:26 GMT

Just spoken to someone else in our village , they are with sky and are indeed down too. Im going to ring Sky back up and let then know again that this is most definitely not an 'in home set up' issue

Re: No internet

RachelHTFC — Wed, 16 Sep 2026 16:00:43 GMT

@yorkshire1 thank you! I told them exactly this at 1pm but still no progress. Wonder if anyone at Sky has checked the SSL cert expiry given my hub is in a doom loop of trying to authenticate. Would need a techy to understand that though, the call centre team wouldn't have a clue...

Re: No internet

AVB2 — Wed, 16 Sep 2026 16:24:41 GMT

I managed to speak to someone in broadband customer services. They said no know issues were reported so I explained that a bunch of sky customers across this area were all out. He has reported it to openreach. Lets hope this starts the fix process

Re: No internet

yorkshire1 — Wed, 16 Sep 2026 16:25:13 GMT

I have had to pop and use works internet as still.nothing, back on the phone again. The beginning of the call it advises to report faults online, i tried this and it said there are no faults its my home set up. So cannot report online. I also cannot get online at home to do the various steps (because no broadband 😅). So im now waiting with another cancelled appointment for them to do a link check......

....line check completed and I am back to square one with another appointment because they cannot fix remotely apparently, they keep asking did we have a power cut?

Re: No internet

AmySparkle123 — Wed, 16 Sep 2026 17:11:58 GMT

We had no internet or Tv in Ripon either. Not sure if it's working yet as I've gone out. I did see open reach doing work down the road, thought it might be related?

Re: No internet

Kellylo — Wed, 16 Sep 2026 17:42:45 GMT

Have no tv or internet annoying

Re: No internet

Daniel0210 — Wed, 16 Sep 2026 18:32:47 GMT

Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

▪️

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 based 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. 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 April 2026 the rate increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: No internet

RachelHTFC — Wed, 16 Sep 2026 18:36:25 GMT

Ours has come back on now!