Broadband outage

[BradBosch]

It appears to be an issue with Openreach. I can't get through to anyone from Sky to log the issue 

[BradBosch]

Can someone from Sky call me

[Daniel0210]

@BradBosch 
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.

[BradBosch]

I've done all of that. As I said, it appears Openreach is the problem. 

[Daniel0210]

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@BradBosch wrote:

Can someone from Sky call me

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@BradBosch 

No one from Sky will contact you as a result of posting on here. Any Sky account/s you may have are not linked to your Community Forum username so no one knows who you are. You need to instigate contact if the fellow customers here can't help with whatever query you may have.

[BradBosch]

So how do I phone sky?  My talk line is down. My mobile is not with sky. The 033 number I have says it won't accept calls from a mobile 

[Daniel0210]

@BradBosch 
These are the current methods available for contacting Sky. Depending on the reason for making contact some will be more appropriate than others.

🟢📞 Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you’re a Sky Broadband customer and it's working. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

[If your Sky services are restricted due to a missed payment, calling will only result in a request to pay].

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

♦️Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed over a weekend.