Internet down

[Steve+quinnell]

Is anyone else experiencing no Internet for a least 3 days mine has been on red light. I'm in the portsmouth area.

[Daniel0210]

@Steve+quinnell 
Check to see if there are any outages nearby via this link 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.

[Steve+quinnell]

My sky max hub has been flashing white light for nearly 2 hours now. I have an engineer coming out tomorrow but just wondering if it's a normal thing. I did hold the wps button to restart as haven't had Internet for 5 days straight now. Thanks for reading my comment.

[Daniel0210]

@Steve+quinnell 

It's changed from yesterday then. Have a look at this link regarding lights

https://www.sky.com/help/articles/hub-lights-explained-max-hub

[Steve+quinnell]

Daniel0210 thanks for replying I did do that and it was saying it's a software update or it could be my router trying to connect but it's finding it hard to. I'm not to bothered about I now as I got an engineer coming tomorrow and hopefully I will get money of my next bill. Thanks again daniel2010 👍

[Daniel0210]

@Steve+quinnell 
In case you aren’t already aware, the following 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 such scheme in place for customers in the Republic of Ireland.

[Steve+quinnell]

My broadband has been down for 6 days now engineer came out yesterday but said couldn't do anything due to health and safety he was not allowed to use a set of ladders. Been told they are still resolving the issue but I haven't seen anyone sorting the problem as it was coming from outside the property. It is a box on the side of my house but like I say no-one has been near it. The Internet went down Saturday and just enquiring if anyone knows if I will get compensation for the inconvenience caused.

[Daniel0210]

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@Steve+quinnell wrote:
The Internet went down Saturday and just enquiring if anyone knows if I will get compensation for the inconvenience caused.

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@Steve+quinnell 

The auto compensation was explained to you in my previous post.