Full outage

[MichaelW]

Yet again sky outage no warning of matinance when you compete the test function the checker says all is ok but obviously not 

I know it's not my system I'm getting frustrated that this is becoming the norm and as a disabled person I rely on the internet for my Alexa who assists with putting appliances on calling for assistance etc 

anyone else got issues ? 

[Daniel0210 · Accepted solution]

@MichaelW 

There is no pre warning of maintenance taking place. 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.

[Butterfly01]

I have no internet shown since 2am this morning, I have the Sky fibre all 5 green lights are on  but I cant connect, i work from home and need the internet, I have the same issue as well this is so fustrating

[MichaelW]

It's always made to be the customers fault 

you carry out the steps that's on the app and all says it's ok 

you get a link from one of the guys in community chat and then it says there are issues and follow the steps 

you complete all those steps and then you get sorry this service is unavailable 

so now what call to get the same response 

in there an outage that would be more acceptable to tolorate knowing your home network is ok and it's outside of the house 

has there been maintenance and it's ran over 

SKY communication with your customers 

Is key to success 

[Chrisee]

@MichaelW you are assuming Sky were told of the maintenance by Openreach which is highly unlikely in practice as Openreach do not normally inform their customers the Telcos like Sky in advance about exchange level work. No ISP can promise 24/7 connectivity especially on domestic connections.

If your line is still down when Sky's lines open in a few minutes call them so they can get the issue checked out.  Planned maintenance is notmally over by 6am so something may have broken and need fixing. 

[Daniel0210]

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@MichaelW wrote:

SKY communication with your customers 

Is key to success 

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@MichaelW 
I don't know if you realise that you haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

The advice provided earlier is relevant to you. I believe overnight essential maintenance is less likely on a Sunday into Monday but nevertheless Sky and other ISPs do not pre warning of such events. This maintenance is almost always carried out between midnight and 7am to minimise disruption.

[MichaelW]

@Daniel0210 I'm not stupid I know communicating here is not an official report please do not insult my intelligence your words are not very helpful regarding this 

posting in community chat is aimed at other sky customers to see if they have the same issue thus helping people to see it's not just them that have an issue 

I do believe that sky has a duty to inform us of any planned events that's just reasonable to expect. 

my points are clear 

1 customers should be notified of planned maintenance 

2 its clear that if you carry out the steps through the my sky app the agents at 150 will have no other tools available than those you have completed and the form you submit if the problem is not rectified a 72 hour window opens along with a report is automatically generated so an engineer can investigate only then will the problem be resolved. 
3 communication in community chat assist others who might have the same issue this will not fix the problem but will inform others of a possible full outage hence my title. 
Thank you 

[Daniel0210]

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@MichaelW wrote:

my points are clear 

1 customers should be notified of planned maintenance 

As @Chrisee has also pointed out Sky (and other ISPs) may not even be aware of impending maintenance. There simply isn't a mechanism in place to prewarn customers in a particular area.

3 communication in community chat assist others who might have the same issue this will not fix the problem but will inform others of a possible full outage hence my title. 

As you unfortunately haven't disclosed the area you're in, no one else will know whether they are being impacted by the same outage. 

If you're service is still down then you need to contact Sky when the lines open in a few minutes to report it. 

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

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 01/04/25 the rates are £9.98 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

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[MichaelW]

[Removed]

the area is not relevant at the time of posting as it was a fishing post to see if anyone else had issues 

yes we the people should be informed about planned  maintenance like we would if the power was going off or the water even if a road was being closed etc ISP need to get inline with other utilities and pull there fingers out and get with the program. 
all ISP are responsible for the network and they should provide the service the people pay for. 

Moderator notes: Removed rude remarks

[Daniel0210]

@MichaelW 

If your broadband is still down it won't be overnight maintenance anyway.

I won't respond further on this thread as you clearly aren't willing to take any advice onboard. 

[Chrisee]

@MichaelW never going to happen in the real world. If your loss of service is down to maintenance which looks increasingly unlikely it could simply be due to the need to take down a single unit in one of Openreach's over 1,000 digital exchanges serving maybe a few hundred out of the many 10s of million lines they connect. You are requiring Openreach to identify which telco is buying services affected then informing them and they in turn identiifying which customers of their custimers need telling about a few minutes or hours work which wil take place when 90% of them will be asleep. The cost would be huge. 

You are buying a domestic service but even if you bought a high priority business connection it is unlikely you would be informed in advance of every piece of maintenance. The answer for high priority connections is to have multiple redundant connection options. Which is why any medical or safety crutical alarms must have a sim card back-up. Sky are not in the market of providing redundant back-ups but you can buy services thst offer a mobile fallback assuming of course the mobile network is not doing work at tge sametime.

[MichaelW]

I said PLANNED matinance its not too difficult to see which area COULD be effected

it's very obvious they can't tell the people about ever tiny little cable fix that's impossible but they can definitely identify scheduled maintenance and tell ISP and the will always be unplanned maintenance to fix issues. 
and for clarification I talking about the UK ONLY 

one day I hope to revisit this chat when the ISP are held to account and are legislated to inform customers it not to far away 

when the railway was built it took some years to get some kind of communication to the customer about planned maintenance but look 2026 we have the information 

[MichaelW]

To close the feed 

this was PLANNED matinance that overran and openreach failed to inform ISP about the matinance. 

feed closed no response necessary thank you 

[Butterfly01]

I spoke to sky and city fibre had not notified them of any issues so the agent advised he has escalated this, as i was the 4th caller from Nottingham within the hour calling the guy, this is now the second time this month now this has happened.

[HL81]

Same for me too