Broadband down!

[Bethsky]

Broadband is down. App saying everything looks fine and no local outages! Explain sky!!!

[Millee]

Same here, telling me all ok and then directs me here for further help?

[Daniel0210]

@Bethsky @Millee 
When there are broadband issues between midnight and 7am it could be essential overnight maintenance taking place. It is carried out at those times to minimise disruption and there is no advance warning provided.

See this pinned post at the top of the Broadband board from Sky which could be relevant any night this happens…
https://helpforum.sky.com/t5/Broadband/Important-Notice-Scheduled-Broadband-Maintenance/td-p/5151847...

If you have an ONT box displaying a red light, see this further advice…
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

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

Hopefully it’s back up and running before 7am. If it’s not, try restarting your hub or post back in this thread and we can try to offer additional advice.

[Ricicles]

It's not back up. Second day it's been out now

[Daniel0210]

@Ricicles 
If you are new to the forum or this is your first post then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

Use this link to check if there are any broadband issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker
(this won’t necessarily identify a fault that only affects your address).

It’s always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying it again later.

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 okay 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 report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline (if it’s still working).

🔸Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

🔸Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

🔸Working from home?; Sky broadband discussed on here is a domestic service and whilst Sky allow customers working from home to use it, they won’t receive additional or quicker support.

[Ricicles]

Thanks for info. Did all that yesterday and phoned Sky to report just get Auto message saying problem in the area and working hard to fix it. No broadband, no telephone , no sky tv as broadband fed. 
can't get through to a human to report due to auto message that kicks in. 

[Daniel0210]

@Ricicles 
Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example if a pole or cabinet have been damaged or the road/pavement needs to be dug up (local council authority has to be granted).

◽️

The below 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 based customers.
https://www.sky.com/help/articles/auto-compensation

So 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. 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 April 2026 the rate increased to £10.34 for every complete day).

Note:
▪️There is no equivalent scheme for customers in the Republic of Ireland.
▪️There is no automatic compensation for TV services affected by a broadband fault.
▪️There is no automatic compensation for shorter outages.
▪️Sky broadband discussed on here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Ricicles]

Thank you. Yes, checked all this yesterday which is why I tried to phone and report it but just got auto message. No incentive to fix over the weekend this as compensation only on working days. 
hopefully will be back up today and won't run into next week. 

[TimmyBGood]

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@Ricicles wrote:

No incentive to fix over the weekend this as compensation only on working days. 

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Compensation is back-dated to cover weekends if the target time-to-fix is missed 

The main issue is that c£1 per day subscription which we've all got used to paying for domestic broadband doesn't cover what Openreach would charge their ISP clients for providing weekend cover.