9

Discussion topic: Outage of internet and Sky TV Oundle area

Reply
This message was authored by Alison+Oundle This message was authored by: Alison+Oundle

Outage of internet and Sky TV Oundle area

It would be helpful if Sky posted approximate timelines of when an outage will be repaired. This problem of no internet and TV has been going on from yesterday and no updates from Sky or apologies.


Best Answers
This message was authored by Daniel0210 This message was authored by: Daniel0210 Answer

Re: Outage of internet and Sky TV Oundle area

Posted by a Superuser, not a Sky employee. Find out more

@Alison+Oundle 

Openreach are responsible for the broadband side of things. Have you reported your outage to Sky? 

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 (once it’s fixed).
*Note: you are not reporting the fault to Sky by posting on the forum*


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM

View this Answer within the discussion

Reply

All Replies

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Outage of internet and Sky TV Oundle area

Posted by a Superuser, not a Sky employee. Find out more

@Alison+Oundle 

Sky won't issue an apology over something they have no control over. Check the status here https://www.sky.com/help/servicestatus/broadband
Sky sometimes update their Twitter page as well https://mobile.twitter.com/SkyHelpTeam?


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by caesarome This message was authored by: caesarome

Re: Outage of internet and Sky TV Oundle area

Posted by a Superuser, not a Sky employee. Find out more

If there is an internet issue in your area it should be listed here:

https://www.sky.com/help/servicestatus/your-services

 

As for the TV that is probably an issue with your setup up so have you made sure the cables are firmly in the back of your box, if so you will need to give Sky a call so they can arrange an engineer to come out and look at it for you,

__________________________________________________________________________________________
If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
Alison+Oundle
Topic Author
This message was authored by Alison+Oundle This message was authored by: Alison+Oundle

Re: Outage of internet and Sky TV Oundle area

The TV states that as there is an outage it can not connect on the sky Q box and mini boxes.

 

If an outage isn't Skys problem, who is accountable and surely they could give an update for Sky for their customers. That would help people to plan around this

This message was authored by Daniel0210 This message was authored by: Daniel0210 Answer

Re: Outage of internet and Sky TV Oundle area

Posted by a Superuser, not a Sky employee. Find out more

@Alison+Oundle 

Openreach are responsible for the broadband side of things. Have you reported your outage to Sky? 

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 (once it’s fixed).
*Note: you are not reporting the fault to Sky by posting on the forum*


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Alison+Oundle
Topic Author
This message was authored by Alison+Oundle This message was authored by: Alison+Oundle

Re: Outage of internet and Sky TV Oundle area

Yes thanks I reported it yesterday am now travelling to my second home so I can work as there still are no updates. I haven't seen any comments from BT customers having no access to the internet in the area. I wonder how that works, maybe they get preferential treatment as they start repairing whatever the issue is.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Outage of internet and Sky TV Oundle area

Posted by a Superuser, not a Sky employee. Find out more

@Alison+Oundle wrote:

 I wonder how that works, maybe they get preferential treatment as they start repairing whatever the issue is.


No: there's a unit within the regulator (Ofcom) which exists specifically to make sure that doesn't happen.

 

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-... 

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Blossom11 This message was authored by: Blossom11

Re: Outage of internet and Sky TV Oundle area

Not all outages are down to openreach. We had a broadband outage a few weeks ago and I was talking to a sky engineer a few days later. He said that it was only Sky and they didn't even tell him about it and were sending him out to homes to fix. The first he knew it was an outage was when he received the text telling him his own broadband was down several hours later.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Outage of internet and Sky TV Oundle area

Posted by a Superuser, not a Sky employee. Find out more

@Blossom11 wrote:

 He said that it was only Sky


Quite possibly: the whole point of Local Loop Unbundling was to permit ISPs to host their own network node in an Openreach telephone exchange: if that fails then it's likely to be only that ISPs subscribers within that exchange area who lose connection.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Blossom11 This message was authored by: Blossom11

Re: Outage of internet and Sky TV Oundle area

@TimmyBGood 

 

Does Sky Superfast FTTC still use LLU in the exchange?

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 4 hours

New Discussion