No internet available and can't talk to sky

[Rachel101]

I had a notification from my security cameras in the night that the Internet was down. I have used my very spotty mobile connection to run the diagnostics and all is showing as ok. I have reset my router, I am connected to the router but it says no Internet available. My husband and I work from home and I rely on the Internet for the security camera that monitors my epileptic dog at night or when we have to pop out.  The online diagnostics are not at all helpful and despite following the options on the phone I got told to phone back after 8am. That is too late as I need to be working not long after that. I'm really disappointed by the customer care, it used to be good. Can anyone suggest anything please? 

[GD1]

@Rachel101  If it's down it's likely down for maintenance as can happen, and it is done overnight to minimise disruption.

If it's not back by 8am you'll need to call Sky.

FYI working from home or having a epileptic dog does not give your service any greater priority.  If it's essential to have a service then you need to look at either a different provider who provides mobile backup, or source your own router that give this option.

Your service is not guaranteed to be running 100%.

[Daniel0210]

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@Rachel101 wrote:

I got told to phone back after 8am. That is too late as I need to be working not long after that. I'm really disappointed by the customer care,

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@Rachel101 

Your subscription costs would be considerably more if Sky had to provide 24/7 phone support. 

[lettice]

Might be worth looking at the Sky broadband and phone business offering, if your working from home  use is operating as a small business or you are self employed.

It has a 4g broadband backup.

https://business.sky.com/products-and-services/business-broadband/

[Jonathanbert]

Still down for me as well in East Sussex . Having to use my phone internet . Says all ok but slow or only some sites partially opening 

[Philb1969]

have you checked the lights on the router is it just voice orange or others green open a cmd prompt on a pc anf type ping 8.8.8.8 doe sit reply or timeout . If it replies try ping www.google.co.uk does that say host not found. Try on a pc to change your network settings to manual dns use 8.8.8.8 and 8.8.4.4 does internet now work looks like sky's dns is not working 

[Bextrayns]

I too am in East Sussex and no internet when woke up - light has gone orange on " voice" on router . Tried reboot but still not working or turning green - is this a wider issue??

[Philb1969]

Hi can you open a command prompt on pc , if so ping 8.8.8.8 if it replies shows internet connec tion is working but sky dns is down. If you change dns manually to 8.8.8.8 and see if that works unfortunately this is fixed on sky routers so they need to fix dns issue

[Highlinder]

@Jonathanbert Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[Jonathanbert]

Saying all good but I know of others in my area that are also without their sky broadband this morning as well 

[Jonathanbert]

That is beyond what most of us can do . I've no idea what u mean 

[Jonathanbert]

Mines the same . So must be a wider sky issue in the area . My local fb group others are having issues as well 

[Highlinder]

@Jonathanbert  Did you also run the latter part of the directions running the broadband test or just stay on the service checker with the little house in the background?

[Jonathanbert]

Yep done it all and it's been turned off and on . Definitely a wider issue in my area