Is broadband Down? As it’s not connected

[Sagir]

@Chrisee I tried running the sky checker and it shows my broadband is having problem. Ran the check. It says there is no outage in the area. After the check it shows everything is good. But my internet is still down. Nothings changed.

[Sagir]

@Chrisee thanks I ll wait another 30 minutes and check again. It ll be 6 am then. Hoping that it comes back soon. Cheers.

[Sagir]

Hi again. So i ran the checker app. It still didnt do me much help. So i tried the virtual assistant. Ran the broadband connection service. Ran the steps. Took the phone cable out. Put it back in the wall socket. Hit the reset button till the lights were blinking. And just as I about to send a picture of my modem all 4 lights went geeen. Now the connection is established. Thank you everyone at the helpforum. Hope have a great day. 

[mk38]

At Swindon my link is back up now at 6.44.

It might be earlier but I woke up to check.

Hope there's some sort of explanation and for Sky hope you can implement an incidence reporting web form plus a whiteboard to track issues.

Regardless many thanks to those who fixed that.

[Nikkinoo143]

It came up at about 3 am for me, but apparently the checker was down as they were doing updates which was really strange. It seemed like they were doing updates on the whole entire system.

[mk38]

Wonder where to ask Sky for the reason of the broadband down from midnight to this morning? And if there's any precautions possible?

[Ecccc]

not had proper internet since yesterday, run checks ect and it says everything is good! but on here someone has just inforemed me that the conection to my hub is too low! so there is a fualt somewhere! im down in southampton! i have my glass tv just sitting here becuase i cant watch anything ect...

[mk38]

I have politely asked via X skyhelp if Sky can explain what went wrong this outage and why the app also was under maintenance at the same time. Just to hope to prepare better for another outage if any.

[RKB1977]

Same here! Tried re setting and called sky 

nothing working 

got to wait a week for an engineer 

[mk38]

Wow a week....I think I need to arrange a backup line

[Boss_Weasel]

My average download speed has been slowly creeping down all year from around 45 Mbps to around 31 Mbps average.  Today has been bad, well under 20 Mbps all morning (as low as 13.7 Mbps) and upload speeds have completely tanked:  0.00 Mbps at 09:28, 0.08 Mbps at 09:30, 0.21 Mbps at 11:33 and currently 0.47.

@RKB1977 How did you arrange to get an engineer out - I can't seem to achieve that via the app and can't find a number?

[RKB1977]

@Boss_Weasel  I called Sky 

went through the usual 'security' and explained what's happening 

online help is non existent- you can't book on online that I can see 

[RKB1977]

@Boss_Weasel it won't let me post the number 

[Boss_Weasel]

No worries - I had to work all the way through the virtual assistant and then it gave me a number, which I called - "engineer will fix it in two days"

[mk38]

All the chatbots and virtual whatever are to save the human resources but many times all we need is to log a failure for them to dispatch an engineer fix, and that virtual line tester failed to detect the NTU is with red LOS light