Loss of Briadband

[Lizzie+Ryan]

I appear to have lost my broadband despite the router being connected

[Daniel0210 · Accepted solution]

@Lizzie+Ryan 
The first thing to do is 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.

[Lizzie+Ryan]

Have done all those things and still down. Have contacted Sky. Thank you so much

[Daniel0210]

@Lizzie+Ryan 

No problem. They will pass it on to Openreach (if you're in the UK). 

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.