Over 24hours WiFi connection outage

[Jennifer_7]

The WiFi connection has not been working for over 24hours and its feel so disappointing which is causing us a lot of discomfort and inconveniences which is totally embarrassing to pay for a service and it no notice of disconnection or maintenance update given.

[Daniel0210]

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@Jennifer_7 wrote:
no notice of disconnection or maintenance update given.

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@Jennifer_7 

If there's an outage there won't be any prior notification if that's what you mean. Essential maintenance usually takes place overnight between midnight and 7am.

Use this link to check to see if there are any broadband issues or outages nearby, even if you’ve already tried it ~ (it doesn’t necessarily disclose a problem immediately and it takes a little while to update so perhaps retry later).
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

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.

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

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.

[Chrisee]

@Jennifer_7 faults happen unpredictably and take time to get fixed once reported. The weather, external damage, cable theft and equipment failure can all cause a connection to go down. Routine maintenance is usually done overnight but ISPs rarely warn customers in advance as they are not told where network operators like Openreach have to do work at their thousands of local exchanges. 

Run the Service Chdcker in the My Sky app using a mobile connection as that will tell you if Sky know about acfault affecting your line. Assuming you have an Openreach line they undertake to fix faults within 2 full working days (ie Monday to Friday) from the report or compensation becomes due. Sky wont know about a fault affecting just your line until you tell them but if its a fault affecting a number of lines then it should be being worked on but nobody can tell you how long that will take.