No internet light on hub

[nikdunc1865]

The internet light on my hub is off, with the other two green. There are no apparent issues in my area so I did all the tests more times than I can count, unplugged the phone line etc and switched box on and off multiple times and there's still no Internet light on at all. It has now been more than 24 hours that the internet has been down. There was no apparent reason for it, working one second and not the next. I can't seem to book an engineer visit and am at my wits end especially as I homeschool 2 of my children! Any help greatly appreciated.

[GD1]

@nikdunc1865  If you've done all the tetst and no fault has been logged then you will need to call Sky.  You should be aware that regardless of Home Schooling, working from home etc, you are on Domestic Broadband SLA's once the fault is logged Openreach have up to 5 workimng days to fix faults.

[TimmyBGood]

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@GD1 wrote:

@nikdunc1865   

once the fault is logged Openreach have up to 5 workimng days to fix faults.

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Strictly speaking their target is two working days starting the morning after the fault is reported to them by the ISP: they manage to achieve this about 85% of the time.  A complex fault takes as long as it takes: there's no upper limit.

[nikdunc1865]

Thanks for your replies. I've just checked the phone line, and there is no dial tone either, so I assume the fault is with the line itself. Would you suggest contacting sky to get an open reach engineer out? Many thanks.

[GD1]

@nikdunc1865  I would contact them as per my previous reply, if ther is a fault it will need to be fixed.  https://www.sky.com/help/home  click on Need More Help?  the number will be displayed.   Or if you have Sky Mobile call on 150.

[Tom-W19 · Accepted solution]

After speaking with nikdunc1865 we ran a line test which detected an external fault and we've arranged for Openreach to resolve this shortly.

It was lovely to speak with you nikdunc1865

[home+email+1]

Sky fibre broadband has been down since Saturday, and of course phone is off .  Sky online check shows a line fault . No Bt open reach available until Thursday, and first that will be possible is Friday when I am at home .  On Friday all was ok - now it is not . Speed of fixing is slow , and I would expect compensation for every day of now service ? I am working from home , and also cannot access on line tv / Amazon Prime 

[jamesn123]

@home+email+1 

The SLA for your domestic broadband connection is 5 working days so it sounds like they are in line with that. The only compensation you may be entitled can be found here, nothing will be given because you cant work from home because you are on a domestic connection not a buisness connection.

[home+email+1]

Thanks for that info - I am able to work for now via mobile phone . Just annoyed about lack of any internet connection for anything else , and no phone either 

[DiamondJim]

I'm in the same boat - two green lights, no internet light - it's a new hub router delivered yesterday and just set up - done all the checks and resets - nothing! Will try and ring tomorrow! 

[WockoBuckbuck]

We are having this exact issue im pretty sure its external and nothing to do with my hub even though its quiet old know as was never replaced or updated when we updated service through sky. The lights are fine and has been off since earlyhours sunday morning engineer booking isnt for 10 days which when paying for service we arnt getting disgusting. I cant get through via phone today and really dissapointed at the lack of help. Will try calling again tomorrow. 

[AineMarie]

The exact same thing is happening to me right now! I'm at my wits end running tests and calling and calling sky trying to get through to an actual human to help me fix it! 

[singmescream]

Having the same issue. Called Sky, they offered to inform Openreach because no faults detected on their end. Apparently it should be fixed within two days. I'll update everyone once I'm sorted.

[AineMarie]

I finally got to speak to a human today and he was so lovely and helpful. He is sending out an engineer in 2-3 days and then I have to call back and he will credit my account for the days I had no broadband. Great customer service, if only it was easier to get through to them!

[singmescream]

Just an update - still no internet. 20 days and counting. Don't know what to do anymore.