No internet

[Sa79]

My internet isn't working 

[Daniel0210 · Accepted solution]

@Sa79 
This link provides information about the coloured lights you may see on the various hubs https://www.sky.com/help/articles/hub-lights-explained-start

If you are having a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

If there aren't any then 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.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

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Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Bad weather?; Adverse weather can also impact your broadband.

Working from home?; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

[Onlastnerve]

My internet went down yesterday around 15:30 on the South coast. The checker says there is a known fault in this area which is being looked at. I just want to check that this is correct and it not just an individual issue with my device so that I can get it sorted sooner rather than later as I work from home. Anyone else?

[Daniel0210]

@Onlastnerve 

As already stated Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a 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).

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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 in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.

[Onlastnerve]

Hi,

You  have misunderstood what I am saying.

I am not asking for special treatment, I am trying to get clarify of the fault.  As in, is it just my device or if there is an actual outage in my area. 
If yes, then I can do nothing but wait for Sky to repair it. If not, then I need to take action in getting it repaired. 

[Chrisee]

@Onlastnerve the easiest way to check if its an known outage is to run the servicecchecker in the My Sky app overca mobile connection. It will tell you if Sky have been madecaware of an issue likely to affect your line. If there is not an area fault the app should walk you through a few checks before offering to book an engineer.

If it is an area outage Sky will only know what the app is telling you as most outages are in the Openrreach network and it is impossible to get an accurate estimate of how long it will take to restore your service. With individual line faults it is likely to be Monday beore an Openreach engineer will be booked. The service level on domestic lines is a fix within 2 full working days after report or compensation becomes payable. 85% of faults are fixed in thst time frame.

[Daniel0210]

@Onlastnerve 

I haven't misunderstood your post but as a fellow customer I have no idea how big any particular problem is. 

Contact Sky to enquire.