No internet

[SDarley]

Internet has stopped working despite restarting router

[GD1]

@SDarley 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.

[SDarley]

Thnk you for your reply.  The service checker now tells me that there's an outage.  The statement is vague, saying it might be fixed in a couple of days. I've had no email, text or no way of seeing progress.  Is this the usual level of communication by Sky?  It's very poor.  

[Me134]

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@SDarley wrote:

Thnk you for your reply.  The service checker now tells me that there's an outage.  The statement is vague, saying it might be fixed in a couple of days. I've had no email, text or no way of seeing progress.  Is this the usual level of communication by Sky?  It's very poor.  

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The outage is I think sent to Openreach (unless you're on Cityfibre) who may already be aware of it or of course, the cause of it. They don't necessarily update all ISPs so Sky can't really update. Just give OR time to resolve, hopefully it'll be back shortly for you.

[Daniel0210]

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@SDarley wrote:

saying it might be fixed in a couple of days. 

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@SDarley 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.