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Discussion topic: Broadband not working sy13 been out all day

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This message was authored by just_frank This message was authored by: just_frank

Re: SY13 DNS issues.

Amazing service 😄 Lines closed and robolady is useless and not a single hint they have any issues:D 

 

 

After manually changing IPV4 DNS in windows settings to 8.8.8.8 with 1.1.1.1 as an alternative I can use my PC. It's not an ideal fix, and certainly not recommended, but I can use my PC. I tried to find that option in SKY hub, but it seems the setting is hidden. 

 

At this point, I am not sure if the information about the issues making it to the engineers who are  able to solve this. Thanks to the amazing CS. 

This message was authored by ZELDA92 This message was authored by: ZELDA92

Re: Broadband not working sy13 been out all day

@just_frank thanks will try that and see it if works 

This message was authored by JKat This message was authored by: JKat

Re: SY13 DNS issues.

@AC89 

I'm also in SY13 area and have had no internet connection since 6am.

Attempted to call sky this afternoon with no success!

All tests report no problems with connectivity and all lights remain green.

4G is a challenge in this area!

 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Broadband not working sy13 been out all day

Posted by a Superuser, not a Sky employee. Find out more

@ZELDA92 wrote:

No Internet all day also reliant on it for work so want to complain 


@ZELDA92 

No isp can guarantee uninterrupted coverage. Outages happen, wires break, cabinets get hit by vehicles etc. Working from home does not provide a faster resolution as Sky Broadband (as being discussed here) is a domestic service. 

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.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates apply from 01/04/24 of £9.76 per day).


▪️ I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by RGSY13 This message was authored by: RGSY13

No broadband since 6am now 15.00 all day! 10/9 in SY13.

No broadband since 6am now 15.00 all day! Sky sayno problem. Anyone else suffering? 

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband not working sy13 been out all day

Posted by a Superuser, not a Sky employee. Find out more

@RGSY13 

 

Moved your post here with other outages in the area

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

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This message was authored by ZELDA92 This message was authored by: ZELDA92

Re: Broadband not working sy13 been out all day

@Daniel0210 thanks they propose an engineer to come out on 20th of September that will be 10 days. Will be claiming also if it's a whole area and sky can't detect problems then surely the system is pointless 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Broadband not working sy13 been out all day

Posted by a Superuser, not a Sky employee. Find out more

@ZELDA92 

If, as we suspect, the outage is more widespread than a couple of houses, I would hope that Openreach are already on the case. An added problem is when they need to dig up a road/pavement as they have to seek authority from the local council first which prolongs the process. 


▪️ I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by JKat This message was authored by: JKat

Re: Broadband not working sy13 been out all day

Following a productive call to Sky and all of the usual un plug and re plug routine a call to Open reach by the customer service advisor has resulted in a successful internet connection.

Hopefully it resolves the issue for others too.

This message was authored by just_frank This message was authored by: just_frank

Re: Broadband not working sy13 been out all day

@JKat 

 

Did the same in my case they are escalating it to network engineers. 30 very productive minutes 😄 Thanks @JKat 

This message was authored by ZELDA92 This message was authored by: ZELDA92

Re: Broadband not working sy13 been out all day

@JKat what did they get you to do to resolve are you also in the SY postcode 

This message was authored by AC89 This message was authored by: AC89

Re: Broadband not working sy13 been out all day

How are we supposed to get this fixed when Sky can't detect any problems?! It means I can't report an outage and they think everything is ok. 

Sending a new router isn't going to solve it, since the issue is clearly an area based one looking on here. 

Has anyone's come back on? I've restarted the router within the last five minutes and still three green lights but no internet whatsoever. 

Sky, this really isn't good enough. 

This message was authored by AC89 This message was authored by: AC89

Re: Broadband not working sy13 been out all day

@just_frank 

 

Have you had any success? 

Still completely out here, despite the line checker saying everything is ok. 

This message was authored by Tdod This message was authored by: Tdod

Re: Broadband not working sy13 been out all day

Sy4 been out all day green lights no connection.. can not get to speak to anyone all seem to be robots

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Broadband not working sy13 been out all day

Posted by a Superuser, not a Sky employee. Find out more

@Tdod 
You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.


▪️ I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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