Broadband not working

[MarkStevens76]

Our broadband connection stopped working last night.

[Daniel0210]

@MarkStevens76 
Start by using this link to check if there are any 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 just affecting 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.

[Dexter142]

8 days no internet even tho the hub has a solid white light. No real explanation as to what's happened and no time frame of when it's coming back. It's actually absurd support. 

[Daniel0210]

@Dexter142 
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 when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

▪️

This 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 customers.
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 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 has increased to £10.34 for every complete day).

▫️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 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.

[Dexter142]

Sky are not even bothering to fix this had no internet nearly two weeks. When you phone they say the same thing. They only want your payment they don't care if you have internet or not. 

[Dexter142]

It's been nearly two weeks so that's a lie

[caesarome]

@Dexter142 

If you haven't paid a bill then you will not get your internet access back or are you saying that there has also been a fault ?

[Daniel0210]

@Dexter142 

What's a lie? My post said some faults take longer to repair. 

[Dexter142]

The bill was paid and cleared

[Daniel0210]

@Dexter142 

Paying your bill doesn't alter a fault being repaired. Billing continues throughout a fault. Auto compensation may apply once it's fixed.

[Dexter142]

Great I'll just accept Theresa I explanation or likely fix date then. 

[Barriecleere]

I have this same issue. Apparently sky updated the way they do things in respect to payments and reconnecting the service. I've been passed about from pillar to post and everytime I call I get the same answer. 'We will need to send an email to our back office and get back you you on that' I've not had any internet or tv since 14/8 and I have two young kids and Internet is their life. I've used all my data up on my phone and I've had to buy add ons so they can use the hotspot on my phone when I've paid my bills for broadband and tv and can't use them with no light at the end of the tunnel and still having to phone every night for an update. Pathetic. Worst decision of my life to go with sky