Broadband is down

[James562]

I've lost broadband connection today at 3:05pm. It went of with no warning. The router is showing 2 amber lights and 2 green lights. This happens periodically it other times it usually after midnight in maintenance periods. It would be nice if warning could be provided when this is going to happen or if unable to warn send out emails over the phone network

[Daniel0210 · Accepted solution]

@James562 
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

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: 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 perhaps try 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

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-...

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; 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.

◽️

There is NO pre-warning of overnight maintenance. 

[James562]

3rd time this week my connection has dropped at 12pm. Every check says everything is ok. The first 2 times it came back up within 45mins. You can't tell me this is not an issue and somebody hasn't dropped these connections for a maintenance reason. Frustrating thing is they give no warning. I was bidding on live auction items at the time. Very poor service provider that does not make customers aware of maintenance issues

[TimmyBGood]

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@James562 wrote:

 Very poor service provider that does not make customers aware of maintenance issues

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I'm not aware that any domestic ISP does so, nor do they make any offer of uninterrupted connectivity.

[Daniel0210]

@James562 

Probably not maintenance as that tends to be done between midnight and 7am to minimise disruption, again no advanced notice is given for this either. 

Edit: I've merged your post into the thread you started a few days ago where you were advised there is no advanced warning of any maintenance. 

[James562]

Thank you Daniel - Very useful advice.