Service Checker is not correct

[Norman18grp]

Broadband reset after midnight like it does most nights. Only this time it didn't come back on The hub has a green breathing light I did the service Checker and it says everything is working fine. But it is not I have pulled the plug on the router Then put it back to reset It goes back to the breathing green light I reset the fibre box on the wall That came back on with 3 green lights. I did the service Checker again and it found no problems This was run through my mobile network as there is no connection on the router

[CarrDevine]

I have been facing this issue intermittently for the past (I'd say) 6 months!!! Wrote a complaint with no response or resolution or apology yet! 
I work from home during these late hours so it's vital, given we're on the "fastest" package!!

[Norman18grp]

It's now started working again.

It was probably off for about 45 minutes.

You would think in this age of smart technology that it would be able to tell wether you are using the broadband or not before it does an update.

[Me134]

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@Norman18grp wrote:

It's now started working again.

It was probably off for about 45 minutes.

You would think in this age of smart technology that it would be able to tell wether you are using the broadband or not before it does an update.

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@Norman18grp  It's more likely that it's external maintenance rather than internal and they obviously can't wait until every single customer has stopped using the internet as that never occurs.

@CarrDevine Any domestic service will have the same issues I'm afraid given your working hours. I'd advise doing some research into a hybrid 4G/5G service, a separate mobile broadband service or even just using a smartphone as a hotspot.

[Daniel0210]

@CarrDevine 

As stated above essential maintenance has to happen at some time and it's usually between midnight and 7am. It is carried out at those times to minimise disruption and no warning is provided. 

See this pinned post at the top of the Broadband board from Sky which could be relevant any night this happens…
https://helpforum.sky.com/t5/Broadband/Important-Notice-Scheduled-Broadband-Maintenance/td-p/5151847...

It's worth adding that Sky broadband discussed here is a domestic service and whilst Sky are fine with its customers working from home using it for this purpose, they won't receive additional or quicker support.

[TimmyBGood]

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@CarrDevine wrote:

I work from home during these late hours so it's vital, given we're on the "fastest" package!!

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Opting for the highest available wholesale speed band on a domestic broadband product makes no difference to service level. 

It might on a dedicated business leased line.