No internet connection

[Lee283]

iPhone & IPad are connecting to the WiFi but it says no internet connection. Tv can't connect to WiFi either so unable to watch anything. I've restarted the router & tested it and it says it's working on the sky site but when I go to use anything it isn't. 

[SHG1]

Same here! Mine just went off at 11:45am. Slow grew light flashing. Re booted but it's still the same. Sky checked says everything is fine. 

[Nix25]

Same here in Watford area

[AJF355]

Same here in Stirling, will not connect. 

[Daniel0210]

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. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update).

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 contact 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

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.

[AJF355]

Our internet cut out at 11:35, and despite over 20 attempts to restart the router and fibre box it's still had zero effect! Nothing has changed, and nobody working in the streets nearby. I am located in Stirling.

I tried using the sky connection checker in the my sky app, and it said everything is fine (it's not). It also seems to think it can connect to a completely powered off router and fibre box, so it's obviously just for show. I'm now stuck with no internet in the middle of a working day with no obvious method to get support out with this forum.

I can see multiple forum posts of issues with internet from around the same time at various locations across the UK so there's clearly a wider issue here. I can't even upload a photo because of a low 5mb upload limit, it's literally just a phone screenshot. 

[JimM1]

@AJF355 What are you seeing on the ONT and the sky Hub for the lights and colours?

[Daniel0210]

@AJF355 

No need for a new thread. I've moved it into the thread you reported on earlier. You were given the appropriate information then. With 6+ million broadband subscribers there's always likely to be a good few encountering problems. 

Give Sky a call if the earlier advice hasn't helped. Just dial 150 free from your landline if it's working. 

[AJF355]

Sorry for the rant, its one of those days. Also thought it was creating a new thread but its joined back onto this one.

ONT

Power = Green

Broadband = Flashing green when restarted, then to Red

Service = Blank

Ethernet = Green flashing

Router is pulsing green

[Nix25]

@Daniel0210 thanks, followed your links and advice, it seems the problem is with Openreach and not Sky.

Fault is now logged and Openreach have sent me a text to say its an issue outside of the gone and engineers will be investigating.

[JimM1]

@AJF355 All indicating with that condition that there is a Broadband problem with the Red on the ONT, that can be anything from your home to the Fibre Exchange point to Sky.

It's either a call to find out why or the two help links below, takes time for sky to Flag up any know conditons!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker

https://www.sky.com/help/articles/broadband-diagnostic-start

[Daniel0210]

@Nix25 
Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISP’s and Openreach for fixing a fault as Openreach claim to be successful 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.

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.

[SHG1]

I called them earlier and was told there is an issue in our area (York). However others are having issues in Watford and Stirling so I guess it's a major outage. We all seemed to go offline around the same time this morning. 

cyber attack?

[JimM1]

@SHG1 Not for me, been fully connected the whole time!

[Daniel0210]

@SHG1 

There are more than 6 million Sky broadband subscribers so at any given time there's bound to be some issues in various areas. Not sure why people immediately think the worst and that it's a cyber attack.