Broadband down since 11pm last night (7 hours!)

[azza19892]

7 hours is not good enough, not even a pre warning or anything.

I work from home and this is unacceptable 

[Daniel0210 · Accepted solution]

@azza19892 
This is a customer led discussion forum where Sky customers are here to try to help other customers. You aren’t speaking to Sky Customer Services here.

Use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update).

If there aren't any then 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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

[Chrisee]

@azza19892 thst you chose to use a domestic internet for working from home is down to you but it gives you zero priority it remains a domestic conection. Your service could be down due to overnight maintenance,an area fault or a fault with your line but overnight work normally stops before 6am.. 

If the line is still down and  service checker in the My Sky app or web site doesn't tell you Sky are aware of a fault call them to report the issue. They will pass your report to Openreach who own and manage the network and they will check out the issue. The service level for domestic faults is they should be cleared within 2 full working days after report which they do in roughlly 85% of cases. Business lines have better SLAs but at a much higher cost.

[azza19892]

Thanks both for the replies.

It's just so frustrating, I have never had this with other providers.

It's almost impossible to get through to speak to someone.

The service checker shows all OK, but nothing will connect to the wiFi (Sky max hub)

[Chrisee]

@azza19892 check the lights in the hubusing this guide https://www.sky.com/help/articles/hub-lights-explained-start

No ISP can guarantee 24/7 connectivity.Most line issues are within the Openreach network so any ISP using their lines can be affected.