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 🤬🤬🤬🤬🤬