No broadband

[g+a+tallowin]

Currently have no broadband at my home, been down for over 6 hours

Unable to get through to a person when I ring numbers, I just get an automated message telling me that they "are aware of a problem and if I sign up for a text they will let me know if its fixed".

I have no way of verifying if they ARE actually aware there is a problem.

Also, the account holder is elderly and infirm and we are unable to get any relevent details sky account details from her.

Any help would be appreciated as I honestly dont know where to go from here.

[Chrisee]

@g+a+tallowin if there is an issue affecting multiple lines in your area the connection test in the My Sky app is the best source of information. Nobody can give you an accurate estimate for when it is going to be fixed though as unfortunately as the engineers will only know when they have completed the work. It all depends on what and where the fault is.

Our modern connected world can be brought down by a careless JCB driver digging in the wrong place or a boy racer taking out a street cabinet when missing a bend.

[g+a+tallowin]

When you try to use the service checker in the mysky app it checks your address against your registered account, for which I have none as I am not the account holder

...and the account holder is infirm /elderly and unable to remember ANY sky details, not even her email address / sky id which she used to sign up for sky

[Lisa-P1987]

The best thing to do in order to get access to the account is to register the account holder with our Accessibility team who will allow anyone with power of attorney to take over. 

Unfortunately without access to the security info on the account, we cannot raise anything off to Openreach or even run a service check to confirm if this is already part of the outage or not. 

https://www.sky.com/help/articles/contacting-sky-accessibility