No internet

[Shadowcat]

I've had no internet for over 2 days since upgrading to the new fibre network with the new router supplied by sky. I work from home so have already lost 2 days wages along with the prospect of no internet over the Xmas period. Spent over 4 hrs on the phone over the last 2 days and it's still not fixed with no end In sight. Asked if I can go back on the old network and router and been told " no, now you have switched you cannot go back as the cables have been cut "  anyone help?  Been told it's a software open reach issue with no idea when it will be fixed?  Was told tonight it Could be 24 hrs could be 92hrs or longer. 😞

[Shadowcat]

No internet in le67 Leicestershire since Thursday 

[Shadowcat]

Switched to the new Sky white hub thing and after working for 6 days we have had no internet for 3 days now. We have the flashing green lights of death on our router. Sky sent a new router and we have the same thing. Anyone else had this and did you get it fixed? Losing my mind with this. 
we have a young adult in the house with Aspergers and this is completely breaking him 

[Chrisee]

@Shadowcat as you meed Sky's help I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[caesarome]

@Shadowcat 

First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't 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.

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.

[Alison+Grundy]

I've had this for the second time this week, Wednesday it went down started working again on Thursday and went down again on Friday, orange light on openreach box and flashing green light on the white Sky router (I'm on fibre). BT Don't report and problems, Wednesday the problem was Sky , can't run Sky Service status checker because they report back that I don't have any products with them, which is a joke as I pay £34 a month DD for broadband and phone line. You can't speak to a human being because make it difficult to do that. I have a vulnerable adult at home and require the internet and phone for medical reasons. Sky customer service needs a major overhaul 

[Shadowcat]

Thank you.

no contact has been made yet and the internet is still down 😞 

[Tom-W19]

Hi @Shadowcat 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Shadowcat]

We have the flashing green lights of death. Told it's a known openreach issue with no fix date givern. .  We upgraded the week before to the new fibre network and hub and  they didn't tell us about this fault 

feel like we have been sold a faulty product 

been a sky customer  for over 20 years without any issues.

now seriously considering going else where. 
looking like we will have no internet over the Xmas period. 

[Daniel0210]

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@Shadowcat wrote:

We upgraded the week before to the new fibre network and hub and  they didn't tell us about this fault 

feel like we have been sold a faulty product 

The fault wouldn't have been there where your new activation took place otherwise it wouldn't have worked initially. 

looking like we will have no internet over the Xmas period. 

Openreach aim to fix the majority of faults within 2 working days but it'll depend on what and where the fault is. There will also be inevitable delays after the recent storm. 

In case you aren’t already aware, the following 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 you notify Sky of the fault, 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 (from 01/04/24 the rates are £9.76 per day).

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[Daniel0210]

@Shadowcat 

You had multiple threads on this, some of which have been removed. The issue has also been escalated to Sky so you need to participate in the chat invite when sent.