No Internet, No Phone Signal

[shimmertech]

Hi,

Is anyone else in HU8 having Sky Broadband issues over CityFibre?

My broadband has now been completely down for around 18 hours. The Sky service checker says everything is fine, but it clearly is not.

Current ONT/CityFibre box lights:

Power: on

Ethernet: on

Broadband: off

Service: off

The Sky hub cannot get an internet connection. I have already power cycled the ONT and Sky hub, checked cables, and left everything powered on. This has not resolved it.

I also cannot reliably call Sky because my mobile signal is suddenly very poor and calls keep breaking up or dropping. This is not normal for me as my mobile signal is usually fine here.

The online chat route is not helping either. It appears to be a useless AI bot that just tells me to ring Sky, which I clearly cannot do, and the actual chat service does not seem to be available.

At the moment it feels like there is no way to contact anyone, while the physical equipment is showing no service and the Sky checker is saying there is no issue.

Can anyone confirm whether this is a known Sky/CityFibre issue in HU8, or whether missing Broadband and Service lights on the ONT means this needs raising as a CityFibre line/ONT fault?

[Daniel0210]

@shimmertech 
The first thing to do (even if you’ve already tried it), is use this link to check if there are any broadband outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

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 okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

▪️

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Working from home?; Sky broadband discussed on here is a domestic service and whilst it's fine for customers working from home to use it, they won’t receive additional or quicker support.

[Lau-high]

Someone crashed into the cabinet on Belfield Avenue 

[Daniel0210]

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@Lau-high wrote:

Someone crashed into the cabinet on Belfield Avenue 

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@Lau-high 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

This 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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[shimmertech]

Confirms my suspicion, thanks for letting me know hope the driver was ok.