No WiFi for 2 days

[ZJM]

I've had no wife for 2 days, tried to 'fix' it on the app but nothing and now my only option is to post on here? I wfh and need it asap!! 

[Daniel0210]

@ZJM 
Wi-Fi is basically the connection between devices and your hub. Broadband is the actual internet connection provided by the ISP (in this case Sky).

If your broadband isn’t working and you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps 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.

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

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

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@ZJM wrote:

I wfh and need it asap!! 

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For customers working from home please remember that Sky Broadband is a domestic service so you won’t receive any quicker or extra support.

[Scottishpasty]

Same here, no internet no phone and no WiFi since Friday 11th.

causing mayhem as both my wife and Inwork from home.

Non information from SKY other than we are experiencing an issue and are working hard to fix it.

not good enough 

[Daniel0210]

@Scottishpasty 

See my previous post. 

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[ZJM]

I've booked an engineer to come out as apparently it's an issue outside my house, I've had to come into the office last minute, it's a nightmare! 

[JimM1]

@ZJM You should also look at alternative connection if that is possible in your location if you rely heavily on a Broadband connection.

[ZJM]

In all fairness this is the first time I've ever had an issue with Sky connectivity, if the issue persists then I would consider a new provider. 

[TimmyBGood]

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@ZJM wrote:

if the issue persists then I would consider a new provider. 

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An issue in the external circuit might well affect every other Openreach ISP.

[JimM1]

@ZJM Does not mean another provider, the ability to either tether or hotspot a mobile signal if present and available!