No internet for 2 days now in NE12 Newcastle

[Geordiebird]

Sky just say outage. No TV, internet, radio nothing. I use for work weekdays. Any idea when back up?

[Conatang]

My Internet has been down since 3pm yesterday. Router has reverted back to original name and password? Still no connection?

[Chrisee]

@Conatang have you reported the outage to Sky? You can do that by using the Service Checker in the My Sky app using a mobile connection or by calling Sky. If it is an area issue then that should show but if it is just your line nothing is going to happen until it is reported. It could be a faulty hub if the unit has reset itself. 

[Geordiebird]

Yes reported. Tried by phone too just recorded message offering text back when resolved!

[caesarome]

@Geordiebird 

Try running this line test to see if it finds any faults:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[Daniel0210]

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@Geordiebird wrote:

Any idea when back up?

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@Geordiebird 
Sky usually quote 2 WORKING DAYS as a potential fix time because that’s 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 the road needs to be dug up (once the required permission from the local council has been granted).

▪️

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 based 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. 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 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.
▫️There is no automatic compensation for shorter outages.
▫️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.

[Chrisee]

@Geordiebird that is quite normal where there is a larger outage and the system recognises your number. It is pointless queuing you to an agent as they are unable to give any more information as Openreach only tell ISPs when a fault is fixed. Often even the engineers doing the work cannot tell you when that will be.

[Geordiebird]

Thanks already run the tests umpteen times. Still saying outage in area grrrrr......