Rubbish sky is down again

[Km8446]

Sky is down again for the fifth time this week. You going to do anything about it sky or keep lying?

[Daniel0210]

@Km8446 
We are customers and this is a customer ➡️ customer discussion forum where we try to help other Sky customers. I’m afraid you aren’t communicating with Sky by posting on here.

If you have broadband issues between midnight and 0700 it’s likely to be essential overnight maintenance taking place which is carried out then to minimise disruption. There’s no pre-warning of this. See this pinned post at the top of the Broadband board from Sky…
https://helpforum.sky.com/t5/Broadband/Important-Notice-Scheduled-Broadband-Maintenance/td-p/5151847...

If you have an ONT box displaying a red light, see this further advice…
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

[Km8446]

Hello

yes I am very aware of this. I have an ongoing complaint with sky who reckon there have been no internet outages in the area at all. They have also advised that they do apparently read these comments and investigate where needed so if they see there are many people experiencing internet loss/issues they said they may investigate 🤷🏻‍♀️

[Daniel0210]

@Km8446 

If it is overnight maintenance then there's nothing to investigate. Better it goes down in the early hours than at 1256pm. Sky won't respond to your post on here. 

[Km8446]

So how is anyone supposed to know it is overnight maintenance if they don't tell anyone? They should really be letting people know as I can see some people in discussions regarding their issues with the internet were actually working. 

Of course, maintenance is needed. But how lovely would it be if they let their customers know so they don't have to spend their night trying to fix an issue they can't apparently fix. 

[Daniel0210]

@Km8446 

It's very likely it is Openreach doing any maintenance not Sky, therefore Sky won't necessarily by aware. I don't know of an ISP using the Openreach infrastructure pre-warning its customers. 

[2muchTV]

@Daniel0210Aquiss uses a WhatsApp Updates forum to warn its customers of scheduled maintenance, upgrade works, or outages from  BT Wholesale or any of its suppliers eg ".... We would like to apologise for the continued network issues... We are still awaiting for something more concrete to arrive from BT Wholesale in response to the large volumes of evidence we have presented to them. We will continue to push for this through the night.... "

Or

"... Openreach Session Drop

We're investigating why we have just seen hundreds of customer sessions just drop (and come back online).

We can confirm that, hundreds of users were briefly disconnected before automatically reconnecting via other BT Wholesale interconnects within our network.... End users will likely have experienced an outage of approximately 10 seconds while their connection was rerouted....  As we have full redundancy in the core network, no customer was impacted for more than a few seconds."

[Chrisee]

@2muchTV glad you are happy with your experience with Aquiss but have ever you had prior warning of an overnight exchange maintenance eventwhich is the most common quoted? I suspect you haven't as the two reports you quote are from BT Wholesale who manage the connection for smaller ISPs as well as for BT group companies so manage the connection from the exchange to Aquiss. Sky like other major operators use their own network connection from the exchange so do not, except in isolated cases, use BTW's network. Where planned work in their own network will cause issues Sky do issue prior warnings if you check the status pages.

I repeat Openreach and City Fibre do not give prior warning of overnight work at local exchanges which is the cause of most of these reports. While Sky could do far better in regard to their. Service Checker reports you are confusing two different type of issues.

[Daniel0210]

---

@2muchTV wrote:

@Daniel0210Aquiss uses a WhatsApp Updates forum to warn its customers of scheduled maintenance, upgrade works, or outages from  BT Wholesale or any of its suppliers eg ".... We would like to apologise for the continued network issues... We are still awaiting for something more concrete to arrive from BT Wholesale in response to the large volumes of evidence we have presented to them. We will continue to push for this through the night.... "

Or

"... Openreach Session Drop

We're investigating why we have just seen hundreds of customer sessions just drop (and come back online).

We can confirm that, hundreds of users were briefly disconnected before automatically reconnecting via other BT Wholesale interconnects within our network.... End users will likely have experienced an outage of approximately 10 seconds while their connection was rerouted....  As we have full redundancy in the core network, no customer was impacted for more than a few seconds."

---

@2muchTV 

Both of those examples, whilst useful to customers who take the time to search for them or even use WhatsApp, don't appear to be forewarning customers of upcoming maintenance. Those examples are after an event.

[2muchTV]

@Daniel0210 @Chrisee thanks for the responses... I will ask Aquiss and see if they reply or answer... every day is a learning day 😀

[2muchTV]

@Daniel0210 @Chrisee so here's the response from Aquiss to the request as to whether  "..."Openreach and City Fibre do not give prior warning of overnight work at local exchanges which is the cause of most of these reports..."

"Good Morning,

We always publish any work that will have impact to customers, well in advance, that includes out own internal works and if we get advanced notice from a network supplier. However in most cases, because we get advanced notice and have multiple handovers from the networks, we do mitigate the impact by taking "out of service" well in advance where work is to be performed, thus impact on customers is often never experienced.

Both CF and OR (via BTW) absolutely do send us notices and we then judge from that point if a customer broadcast is needed or if we can perform as I said above.

Kind Regards..."

🤔

I just read that Aquiss has circa 17K customers on Openreach and CF, whereas Sky is around 6 million- which brings a whole different dynamic to customer service, announcements, reported number of faults, percentage of outages to customer base etc. 

[Nimbob]

Hey everyone,

I am just popping in to remind everyone to keep this thread on topic to help the poster. While information on other providers may be helpful to some users this would be better served as a seperate thread.

Thanks,