No Internet for 3 days and no updates from Sky

[Chrisee]

@PSJ+2023 boringly there is a much more likely explanation to your issue than your imagined conspiracy which is down to the laws of physics which mean water, high frequency electrical signals and metal cable simply don't mix that well.

Unfortunately while most people are still using a copper phoneline to get Broadband these can be affected by bad weather.  It's not the storm as such but issues with water getting into a dodgy joints which inevitably increase during and after periods with heavy rain. This can easily affect one line but not the line to a neighbour its down to luck. Fibre is in most cases unaffected unless the line gets broken by high winds which is why Openreach are installing fibre across the country and plan to decommission the copper network.

In practice there is often no need to call Sky as you can run a connection test in the My Sky app on your line which works over a mobile if necessary . Thst will tell you if there is a known fault in your area, test the connection to your hub assuming it is online and can book an engineer if required saving you a call.

You can dismiss my reply as coming from a paid "agent" however in fact I am a Sky customer who has knowledge of how the system works and perhaps a less vivid imagination😀

[Lyke]

How long does the outage take up to cause my Internet is down and I'm fumming with it I've had no problem with my Internet until today cause of this outage amd I want my Internet working again as I can't watch nothing on TV cause everything is from the Internet this is ridiculous and needs sorting out ASAP! 

[Highlinder]

@Lyke  If this is an area wide outage then it will not just be Sky users that are down, but also users of other ISPs.

[Chrisee]

@Lyke an outage can be for 5 minutes or many weeks it depends what has broken. The frustrating thing is normally its impossible to predict how long a service will be down as it will be fixed when its fixed.

Key thing is to ensure Sky are aware of the fault. You will becdue compensation if the service is down for more than two working days from the timevthecfault is reported see Customer Auto-Compensation | Sky Help | Sky.com

[Asset]

This is me now also 1 year and what 5 months later.  Now without internet for 3 days plus now and no update or what is occurring or not.  Think the biggest thing really there is no way of communicating with them.  I tried that sky virtual assistant.  What a waste of time that was.

[Chrisee]

@Asset the easiest way to speak to Sky is to call them there are several thousand agents taking calls from 7am to 10pm daily but with well over 10 million customers the lines get busy especially after periods of bad weather the recent storms will have caused damage. Sky do have online teams but they are far smaller..

The issue with outages that affect an area is nobody including the engineers actually doing the work can give accurate estimates of how long it will take to restore a specific line as it will be fixed as rapidly as it can be. Sometimes you can get reports on major outages from local media on the cause and rough estimates on duration but treat those with care.