Broadband outage in Cleveland

[Pineapple77]

Got home from work last night to relax and watch Netflix No internet all night no emails could be sent and had to use my data which Cost a pretty penny. You was down all day for me untill early hours on the 20 th September. I think £ 1 off everyone on broadband plans should suffice as that's a quid off £ 5 data I had to use. You should see post online on the outage page ooof not happy with our appologis just doesn't make my feelers better.

[Mikew19]

The last few evenings we have lost the sky Internet and doesn't come back on till the very early hours This has had major issues as we have 3 kids and no Internet We pay extra to make sure that we don't have issues will this be refunded as clearly its not working

[Daniel0210]

@Mikew19 

There was a major Broadband outage last night, possibly nationwide. Cast your eye on the massive thread on the Broadband board. 

[Elle066]

So, broadband has been down overnight but apparently it's fixed now. Alas, despite many resets, turning on and off & shouting at the black boxes the red internet light refuses to turn green? 

[crazybat]

My Internet has been intermittent for weeks. The service goes down for minutes at a time and then comes back for a min or even seconds and then the cycle continues. Then cant get through to anybody on the helpline for assistance. This is absolutely unacceptable.

[Squeekyboi]

@Elle066 Sounds like you are experiencing a different issue that what was caused last night, you would need to contact support further if you have been through the usual. Reboot, check cables are firm in place in both devices.

I can confirm I suffered from the DNS issue last night which caused websites/services to stop loading but it has resolved itself this morning.

Hope this gets sorted for you soon!

[Mandy240769]

Also suffering from this problem,  like you I have tried resetting hub etc etc many times this morning! Does anyone know of a better number to call other than 0333 7591018? Hold time 40 minutes then got cut off, not happy, back on hold again now but very happy to try another number if there is one!

[lybad]

fast.com is provided by Netflix, speedtest by a company called Ookla. They are not the same provider, but do provide a similar service.

Though after last night's outage, speedtest is showing half the speed fast.com is...

[ElizabethRL]

With our Internet being out for 3 hours last night I was wondering if we would be able to get any compensation for this, as I feel that we pay a lot of money for this service and it's not really up to standard for the cost.

[Pc2]

Yes I have similar issue - have a fault light on the main fibre box and am just reaching my end of my second 30 hold and still not managed to actually speak to anyone!

[Greenfingers001]

Hi there @neob5000 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[GoingbacktoBT]

Same issue here. Voice light went to orange, no internet. Reset the router, all lights green but fault light red on fibre broadband box. Tried to call it in, get a text with a link to go online but how do you do that with no internet? also on Sky mobile but in a bad signal area so rely on Wi-Fi for phone internet. Now on hold 47 minutes and counting. What customer service - congratulations Sky, thought BT was bad but you make them look amazing. Can't get any work done either!

[Daniel0210]

@ElizabethRL 
This link outlines auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 you first report the fault to Sky, you will become eligible for it, so on that basis you won't but who knows. 

[oliviam1986]

Will we be getting free data because the wifi was down lastnight for over 3 hours?

[ReViN]

I have the same issue. My router has been experiencing significant issues overnight into today. I have been having issues connecting to the router via wifi on all of my devices, at times its saying that they are unable to join the network other times it says the network is temporarily down.

When I have managed to connect to the router I have only been able to stay online for a matter of minutes before the connection drops again. 

It would appear that my router has just been updated to the latest version of firmware (7.03.0300.R), this appears to coincide with the issues that we are expereincing and suggests that there is an issue with the firmware itself.

I spoke to sky this morning over the phone and they agreed there was an issue with the router and are sending out a replacement but it could end up with the same issues if the new router is also updated to this latest software.