Lies from Sky.

[Geffleerev]

Your sky checks say that we have 62 m to our hub and nothing is wrong but our TV and our phones say that we have no connection. 

[JimM1]

@Geffleerev What is it that you see, the software check does NOT work the way that YOU think it does!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby if enough time has passed for a fault condition to be displayed by the software test! This should determine if there's an identified fault affecting multiple households.
https://www.sky.com/servicechecker

or

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

[Chrisee]

@Geffleerev the service checcker can only pick up a dropped connection when the hub dies not renew the server lease which can take an hour irritating but thst is how it works. Against the speed test will be a date and time when thst test was run. The tests are not lieing asthey simply are not reporting what you think they are.

[Geffleerev]

The same here. We have lost all Internet but the service checker says everything is working at the right speed. Now over the phone they are sending an engineer in 7 days time and refunding a month's Internet charge. 

[Daniel0210]

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@Geffleerev wrote:

The same here. 

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@Geffleerev 

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@Geffleerev wrote:

but the service checker says everything is working at the right speed. 

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The service checker doesn't necessarily disclose a problem immediately and there can be up to an hours delay before it picks up a lost connection which is why we tend to advise on trying it again later.

[JimM1]

@Geffleerev When you were on the phone with sky did the agent test your connection, that determines what they see and what action to take, if you can also please avoid multiple post's it just makes it easier for the whole picture of what is going on!