No internet

[Reen2]

Have no internet - have broadband, to works but devices ie phones and lap top doesn't 

[RachelHTFC]

Snap... flashing green light on hub but nothing got Internet

[caesarome]

@Reen2 @RachelHTFC 

The first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If nothing shows then try this line test:
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.

[yorkshire1]

We also have the green light, but sky saying no issues? We cant connect, we have no phone line. Live rural and mobiles have no signal so absolutely stuck, engineer not coming out until the 24th. It just isn't good enough sky

[RachelHTFC]

@yorkshire1 that's the exact same for us... are you in the ripon/ Thirsk area by any chance? We've also been told 24th, our signal is not good but we do get 4g (sometimes). Sky still showing line test as being fine, despite us and everyone in the village that uses Sky now being off. Hopefully this will lead to a faster resolution as its almost certainly a widespread issue

[yorkshire1]

Just outside of ripon, no one else we know has issues but im also not sure who their providers are. We got told it was our home set up but the Internet testing keep clearly saying it isnt, its something to do with sky themselves. They said they will now look at it after pushing my engineer appointment back so fingers crossed we all get it back on 🤞

[AVB2]

In Thirsk area. No internet, phone or TV service since around 12.30. It says its a problem with my set up but clearly not as line checks now showing all services are out. Impossible to speak to a human at sky. Endless doom loop of AI bots. 

Has anyone been able to speak to a human and find out if sky are aware of this and getting it fixed?

There was an openreach engineer doing something at the mains box this morning (Sutton, near Thirsk) and which cannot be a coincidence 

[RachelHTFC]

@yorkshire1 @AVB2 it seems to be an issue localised to our area and only impacting sky customers. Others in our village are affected - all sky customers. Someone has advised that they are getting an SSL certificate error so I'm wondering if their SSL cert has expired. 

I spoke to sky but honestly, don't bother... they blamed my hub initially (that were going to send me one but might take 5 days), then said they would send an engineer but not until 24th September,  then blamed my internal set up which i had to send photos of. They literally don't have a clue. Absolutely shocking service. I'm a home worker and our office is closed this week so couldn't have happened at a worse time! 

[yorkshire1]

Yes! Around 12.30 here too ! They said i havent got my set up correct at home but my checker says its on sky's side. Its always BT openreach 🙄

[yorkshire1]

Yes exact same for me, engineer on 24th, then they postponed to 30th. So it is a localised issue, we are north stainley if that helps anyone 

[RachelHTFC]

@yorkshire1 we're Dishforth... looks like it's only impacting sky customers though, others in the village are OK! So don't think it's Openreach (on this occasion!). I strongly suspect SSL certificate expiry given someone else has had an SSL error on one of their devices and the slow green flashing light on my hub is apparently it trying to authenticate... which it wouldn't do without a valid SSL cert

[AVB2]

Managed to speak to someone who listened after a few attempts

I explained to the human agent that it is an issue affecting only sky customers in north yorkshire. He said that no known area issues had been reported on his dashboard. So he reported this to openreach as an issue and apparantly openreach will be working on it remotely first and then locally at exchanges if needed.

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[yorkshire1]

Just spoken to someone else in our village , they are with sky and are indeed down too. Im going to ring Sky back up and let then know again that this is most definitely not an 'in home set up' issue

[RachelHTFC]

@yorkshire1 thank you! I told them exactly this at 1pm but still no progress. Wonder if anyone at Sky has checked the SSL cert expiry given my hub is in a doom loop of trying to authenticate. Would need a techy to understand that though, the call centre team wouldn't have a clue...

[AVB2]

I managed to speak to someone in broadband customer services. They said no know issues were reported so I explained that a bunch of sky customers across this area were all out. He has reported it to openreach. Lets hope this starts the fix process