No connection

[Anonymous]

I've got no connection to any of my devices despite resetting my hub. 

[Welshie2]

My internet has dropped for the second day running, I'm regretting ever changing to full fibre, especially as when the internet drops, I also lose my landline. I never used to have these problems before the change.

Come on Sky, sort yourselves out!!

[Blodyn25]

I’m also without connection. Is there a UK outage? 

[Welshie2]

Mine has gone down too, for the second day running,  I'm in Gloucester, where is everyone else that are having problems, would be good to know if it is a particular area or nationwide 

[Daniel0210]

It's not nationwide otherwise the forum would have crashed. 

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

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any 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 contact Sky to report it. 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-...

Bad weather?; Adverse weather can also impact your broadband.

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

[Blodyn25]

The service checker is telling me I'll be off for up to 2 days. My heating is ran off the wifi and I wfh, not the best of times to have just now. But 1st world problems for sure. I guess this is why cafe's have wifi so us wfh's have somewhere to have meetings. I'm in the UK & office in Germany so before its thought of, I can't pop to the office lol

[Daniel0210]

@Blodyn25 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a 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 01/04/25 the rates are £9.98 for every complete day).

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

[Blodyn25]

Where do I report the fault. I go round in circles teying to find someone to report it to? tks

[Daniel0210]

@Blodyn25 

The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

[Blodyn25]

Dont have a landline, but am thinking about it now for sure

[Chrisee]

@Blodyn25 while your heating maybe controlled through an online app it should still run when not connected or the system is not fit for purpose most systems can be cintrolled locally on the thermostat or control unit.

If the service checker is telling you there is a known fault affecting your line there is no need to call Sky as they can't tell you any more than its a local area fault which Openreach are working on. The 2 working days is an estimate as 85% of repairs are made in thst time nobody cangivecyou an accurate time for when your service will definitely be back. 

[Daniel0210]

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@Blodyn25 wrote:

Dont have a landline, but am thinking about it now for sure

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@Blodyn25 

You do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine and entirely your choice. 

In the future if you buy a cheap handset you only need to plug it in when you need to call Sky (dialling 150 free) if and when there's an issue.

[Blodyn25]

I've pkugged it into the hub and its not connecting so am at a dead end trying to contact sky