No internet light on hub

[SnazzySaz12]

Also having this issue, working fine until 2.30pm and then it's gone. No internet light, orange voice light and other two are green. Don't have a landline phone to check. Ran the online fault test and it's told me to book an engineer - which is currently at TBC. 

Any idea how long this will be and if this includes weekend? Desperate to have the internet back for Gaming & Work 

[Daniel0210]

@SnazzySaz12 

Openreach don't normally work on domestic faults over the weekend. It will depend on availability of an engineer in your area and obviously on what the fault is. See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 you first report the fault to Sky, you will become eligible for it and it’s applied 30 days after the fault has been repaired. It will come in the form of a credit appearing on your account.

[Johnny1970]

Hi. Just had this exact problem and ran all tests as was done above. Same outcome. Sky have now told us it will take up to 5 days to review and hopefully resolve. Disgraceful. A service like this should have 24/7 support. Now have to pay to go into work which I wouldn't have had to do. Kids need it for study. I'm switching to Virgin if they don't resolve this soon as we have had issue after issue with broadband contention etc. Get your act together Sky.

[TimmyBGood]

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@Johnny1970 wrote:

A service like this should have 24/7 support. 

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Unfortunately domestic broadband (and its pricing at between £1 and £2 a day, of which a very small sliver is ISP profit) just doesn't offer that.  My guess is the 'up to 5 days' you were quoted is the weekend (when Openreach don't do domestic work) plus the standard Openreach target time to fix: Sky were simply being realistic.

[Daniel0210]

@Johnny1970 

Sky Broadband is a domestic service and if customer's work from home they should consider a business broadband set up or at least a back up. Standard repair times are 3-5 working days and I don't think Sky have ever had agents working 24/7. 

[Tim1988]

I also have no internet light and have done all the checks. I only had an engineer out last Thursday to set up the sky box and has been working fine since then. Can an engineer check my external connection please

[Chrisee]

@Tim1988 you can run the test yourself by using the connection test in the My Sky app run over a mobile connection which will tell you if their is a known fault. If there isn't you will nedd to talk to Sky to report it.

[Tim1988]

Hi Chrisee,

have done that and think there is an external issue will get into sky now. 

thanks 

[jason48]

24th December internet down. 2 green lights. Internal issue. Engineer Jan 24. JOKE 

MERRY CHRISTMAS SKY 

[Daniel0210]

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@jason48 wrote:

Engineer Jan 24. JOKE 

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@jason48 

Unfortunately that would appear to be the earliest engineer availability in your area. Perhaps in the New Year check to see if there's been a cancellation earlier than that. 

[VVe]

Oh no what a nightmare, feel for you over Xmas.

mine went yesterday and they said an engineer would look into it within 2 days but having read these messages I fear it could take alot longer, I will definitely leave sky if this happens as I desperately need Internet as I work from home and have a big birthday party next week and need Spotify. 

What a disaster 😞

[N10S8Y]

We are having the same problem, this has been the 4th time in a year we have had issues with the internet. Had an open reach engineer our 23.12.23 as well, there is no fault on the line but it is not connecting. 

I am going to ring and complain tomorrow, it is impacting our work! 

[jason48]

Fixed today. And after no internet and No Sky tv / football etc over the whole of December and a week of Jan 2024 I've been credited £65?! **bleep**.

doesnt even cover my subscription.

[Daniel0210]

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@jason48 wrote:

24th December internet down. 

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@jason48 

Your first post suggested your broadband went down on 24 December, not down for the whole of December?

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 you first report the fault to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.

[Zojo2]

My internet was working fine yesterday. I came home today and the Internet light is off. The green lights for power and wifi are on! I have ram all the recommended tests and NO INTERNET!

I work from home and I have no internet which will cost me greatly! This is unacceptable from Sky to tell me to wait 3 days for them to review