Broadband down but sky help is rubbish

[DB106]

Router shows orange lights for internet and talk. I Do all the recommended steps to reset and then get a message from Sky to say Broadband is up and running and working well.

It definitely isn't, the Broadband and Talk status on the Router is still the same.

Why do they lie ?

How can I get this problem resolved?

( it's not the first time this has happened)

[GD1]

@DB106   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.

[DB106]

Thanks, have checked both of the things you suggest. Sky say it's all good but it absolutely is not. It's so frustrating to be told that when I'm sitting here looking at the Orange lights

[JimM1]

@DB106 If nothing is returned when the software test just does not get the answer especially if it is an AREA wide fault, takes a few hours to work it all out, call to sky and they may possibly know what is going on, does mean hanging on the phone though!

[DB106]

Thanks Jim, going to do that now.

This has happened previously, we had a 3 day outage when Sky initially said nothing was wrong and then agreed to look into it with BT. 3 days later it came back on without warning or apology.

To add insult to injury a week or two later we received a monthly monitoring report which said our internet service for the last 28 days had been 100%. Totally untrue 🤬🤬🤬🤬🤬

[Daniel0210]

@DB106 

Nothing to do with BT. They are a rival provider. 

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 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.

[DB106]

Thanks Dan we have managed to get through on the telephone and started the process you speak about.

We were told one thing which was interesting. About a year ago they tried to offer us a new router but it was one of those which were incompatible with Sqy Q boxes. So we sent it back unopened. The guy on the phone today told us that they had de registered our existing router ( the one we still use now ) and not re registered when we sent the new one back 

I still think the problem today is more to do with the line ( which they say could take 2 days or longer to sort ), but it's revealing that the left hand doesn't seem to know what the right hand is doing so to speak. It's more than disappointing