My Internet connection is down

[ronson12]

The other day while at work my wife messged me to say the Internet was down. When I got home i power cycled the sky hub and regained connection. 

An hour ago the connection dropped again. Power cycled the router 4 times, the the sky broadband checker which initially says there's a fault, it then goes on to do the fix, everything on the broadband checker goes green and says fixed but still no connection. 

Power light green, Internet light is dim green/off, WiFi light is green, voice is red/amber.

When plugging in my phone to the hub no tone, just a crackling sound. 

This is on the 500mbs package with PON box. 

There's not much else I can do at my end so I'm assuming either a cabinet issue or external? 

[ronson12]

Now instead of everything showing up green in the broadband checker it's now showing a fault but when trying to apply the fix after around 60 seconds I get the message:

Oops, that didn't work

---

We're having some problems and our tests are unavailable at the moment.

Try again later so we can test your connection

[ronson12]

Sky broadband test is failing the hub connection test, then the fix times out with the oops message. 

[ronson12]

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Modem

Modem Status Disconnected

DownStream Connection Speed 0

UpStream Connection Speed 0

[caesarome]

@ronson12 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Omkar1]

I'm exactly having same issue from morning, first it said there's sky issue now it says the issue is resolved but my internet light is extremely dim. Tried the above method a few times but no success.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @ronson12.

[MonnieMinnie]

I also just woke up to no connection. The message says " sorry, because of s technical issue, you're currently experiencing a limited service. Please be assured that we're working hard to fix the problem "

[ronson12]

Thanks for the reply. The service checker is now saying theres an outage and quite a few people in the area have the same issue. 

[MonnieMinnie]

I ended up calling customer service and got sorted