Broadband down for about 4 hours now, green light on hub flashing slowly

[simonpaulclose]

I lost my Internet connection about 4 hours ago. Only had Sky Broadband since 08/01

Tried rebooting and unplugging/plugging everything multiple times

Green light flashing slowly

Connection Diagnosis 

The connection problem may not depend on your home network but concern the connection from control panel to your home

Been through the online help/chat in circles multiple times and no help at all

Previously with onecom for 5 years with no problems whatsoever but paid through the nose for the service and could always talk to support albeit in India 24/7

Not happy at all and will swiftly be changing providers again very quickly if this is not fixed quickly

[Daniel0210]

@simonpaulclose 

If it's happening at the times you've posted it's possibly maintenance related. This is done overnight to minimise disruption as most customers are asleep. If it's not back up by the time the phone lines reopen you may need to call to report it. 

[simonpaulclose]

There was an outage in the area, it made the local paper website and was restored at about 13:30 today. So was out for > 12 hours

However it has gone down again tonight about 01:30

As the majority of my Internet usage is overnight this is not acceptable for me. Yes routine maintenance for an hour or so is OK but not for 12 hours and off again 12 hours later.

[Chrisee]

@simonpaulclose it is not unusual for there to be overnight maintenance following a line repair unfortunately you will find that occasional drops and maintenance affect every ISP. In this case this is likely to be down to Openreach not Sky so switching would mske zero difference unless you have access to another network like Virgin Media but guess what they have to mainrain there systems too and will do the work overnight when usage is low. 

[simonpaulclose]

Chrisee

I understand the need for system maintenance but the fact is that I've had about 15 hours of downtime in the 3 weeks since I've joined Sky compared to 0 hours in 5 years with my previous provider Onecom.  I changed my supplier because Onecom had increased my monthly payment to >£80.00 a month which is clearly too high but I'm thinking that Sky are unable to provide a reliable service for the money I'm paying, so I might have to find a 'middle ground' supplier for a bit more money than I'm now paying but less than I was paying.

[M.A]

I would suggest to you tocall Sky and report issues with your broadband. I'm having this issue since the storm day Fri the 24th.acablein the neighbours garden is down and affected my connection. My router is flashing green light. Up to date the issue is not fixed. The openreach engineer attended and is not able to carry out work due to debris from the tree. GHA is to sent environmental team to clear the debris. Everyone is saying we're dealing with massive amount of workload. To conclude, two days after you reported the issue, if its not fixed, you are eligible for compensation of 9.67 per day.

[M.A]

I would suggest to you to call Sky and report issues with your broadband. I'm having this issue since the storm day Fri the 24th.a cable in the neighbours garden is down and affected my connection. My router is flashing green light. Up to date the issue is not fixed. The openreach engineer attended and is not able to carry out work due to debris from the tree. GHA is to sent environmental team to clear the debris. Everyone is saying we're dealing with massive amount of workload. To conclude, two days after you reported the issue, if its not fixed, you are eligible for compensation of 9.67 per day.

[Chrisee]

@simonpaulclose you have been unlucky as most Sky lines including my own have been stable for months at a time. Onecom are a reseller of business connections which presumably come with a higher support level which is why the price is higher. Sky themselves are primarly a supplier of domestic connections which carry Openreach's lowest SLA separately Sky's business operation sell products for small businesses. You need to buy the product that offers the services you require and support is expensive. . The domestic SLA is repairs completed within 2 full working days after report which Openreach manage in roughly 85% of cases after which compensation is paid. 

However all 3 use the same Openreach line for the main connection if that line is taken down for maintenance or repair you lose your primary connection. ISPs cannot control when or if Openreach need to do work especially after a series of major weather events. Sky Business offer a back up mobile solution the domestic operation doesn't but is cheaper. Using a domestic line for business is possible but in practice the saving in price is balanced by the need to have viable back-up options.