Broadband down all day

[Wigwam35]

Internet has been down since at least 3am today. There are OpenReach vans everywhere.  Why is sky broadband status saying no issues in my area (South Woodham Ferrers) would be good to get some contact from sky with an ETA for returning the service. 

[Daniel0210]

@Wigwam35 

Sky won't contact you - even if they did they won't have any eta. 

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 need to dig the road up (after getting permission from the local council).

[caesarome]

@Wigwam35 

What does the line test say after you run it:

https://www.sky.com/help/articles/broadband-diagnostic-start

[TimmyBGood]

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@Wigwam35 wrote:

Why is sky broadband status saying no issues in my area 

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That message is intended to mean there's no known wider issue affecting numerous households: it absolutely doesn't rule out an individual circuit fault to your particular address.

[Wigwam35]

The status says:

"Engineer Investigation 

In Progress - Coming soon"

It has said this all day. 

[Wigwam35]

My neighbours internet is down, as are a number of the shops in the town and there are OpenReach vans all along one of the main roads. It looks like a major incident but it's not possible to see anything explaining it. 

I'm probably expecting too much by wanted to know when the service will be fixed. 

[TimmyBGood]

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@Wigwam35 wrote:

I'm probably expecting too much by wanted to know when the service will be fixed. 

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Realistically, yes: domestic broadband subscription rates of £1 to £2 per day just don't cover that.

A business-grade leased-line at twenty times the cost might come with an account manager to provide proactive fault repair updates.

For an area outage, local media can sometimes supply more information than ISPs offer to individual customers.

Generally speaking if a vehicle has wiped out a cabinet or a JCB operator inadvertently discovered a backbone cable with his bucket then repair takes as long as it takes.

[caesarome]

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@Wigwam35 wrote:

I'm probably expecting too much by wanted to know when the service will be fixed. 

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Openreach will fix it as soon as they can so if it is a major issue then it might take a little while.