In Coventry CV2 area Sky network is down since 5th Dec 25.

[Bala2]

In Coventry CV2 area Sky network is down since 5th Dec 25. Some time it works some time not. In hybrid work model and 24x7 support I cannot rely on Sky.

What is the issue? Why is it taking so long to fix?

And how competitor virgin is working fine?

[Daniel0210]

@Bala2 
If you haven’t done it already use the below link to check to see if there are any outages nearby https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

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 good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If the service checker is still not telling you that Sky are aware you may need to call them to report it (dial 150 free from your Sky Talk landline).

In addition~

▪️This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

▪️ For any customers working from home remember that Sky Broadband is a domestic service so you don’t receive any extra or quicker support.

Virgin have their own infrastructure and don't rely on Openreach. 

[Bala2]

Hi @Daniel0210 

Thanks for your response. Whenever I have problem with my internet I run the test and it says there is outage in my area since 5th Feb. 

I am looking for the actual reason for the issue and when it will be completely resolved.

As you said if Sky cannot support its consumers happy to switch to Virgin who has good infra.

Hope Sky can respond asap so I will initiate my movement.

[GD1]

@Bala2  Sky won't respond in apublic forum, any Staff won't know what the issue is as the network is run by Openreach and if there is a fault any updates need to come from  Openreach who excel at not updating their customers (Sky, BT, EE etc)

[Daniel0210]

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@Bala2 wrote:

Hope Sky can respond asap so I will initiate my movement.

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@Bala2 

Sky won't respond to your post on here if that's what you're hoping for. Sky will have passed any report you've made of a fault to Openreach who are responsible for investigating and fixing it.

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

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 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 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 (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

[Chrisee]

@Bala2 you can call Sky but it is unlikely they know more than the service checker is telling you as the fault is almost certainly in Openreeach's local network so isn't something Sky can directly work on. While Virgin Media do have their own network that to can have local faults as no network is 100% reliable 100% of the time.

Unless you are still in the 31 day cooling off period, are out of conract or Sky release you from contract after a complaint there will be cancellation charges. 

[Bala2]

Thank you all for your response. Will speak with Sky and see my luck.