Intermittent service after an area outage

[DollieBabiesKnit]

After having no issues whatsoever with my broadband, we had an area outage on 05/10/25 and the internet was out for a full 24 hours.  It came back on without me having to do anything, but since coming back on, it's been dropping regularly several times a day and during the night, and each time it comes back on its own.  After doing all the self-tests, it says it is all good, when there is no internet connection there at all.  You phone up and get an automated message getting you to do the self-tests again, so you end up going in circles.  Meanwhile, I've still got no internet.  I am at a loss now!

[Daniel0210]

---

@DollieBabiesKnit wrote:

After having no issues whatsoever with my broadband, we had an area outage on 05/10/25 and the internet was out for a full 24 hours.  It came back on without me having to do anything, but since coming back on, it's been dropping regularly several times a day and during the night, and each time it comes back on its own. 

After the outage there is possibly essential maintenance taking place which is normally carried out between midnight and 7am as most customers are asleep.

After doing all the self-tests, it says it is all good, when there is no internet connection there at all.  You phone up and get an automated message getting you to do the self-tests again, so you end up going in circles.  Meanwhile, I've still got no internet.  I am at a loss now!

Use this link to check to see if there are any broadband issues or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update so perhaps try again an hour 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 good 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.

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

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.

---

[DollieBabiesKnit]

Thank you for the help and the phone number.  I finally got through to an adviser and there is an external fault on the line, so an engineer has been booked.