Service checker indacates all services are working when ONT 'broadband' light is OFF

[DaveS4]

How can Sky's service checker app tell me it has checked every device in my home and all are working fine when I have NO Broadband service  (the broadband light on the ONT is off) ?

This is rubbish and causes extreme frustration. 

[caesarome]

@DaveS4 

The service checker app can be a bit slow to pick up external issues so try running this line test to see if it finds any faults:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

[DaveS4]

Hi, there is a fault in the local exchange. Around 90 minutes after the loss of the broadband (the light on the ONT being out for all that time and service checker having "tested my home" around 5 times  with everything being good, Sky eventually posted there was a problem at the local exchange and it was being worked.  The issue I have is that the sky app claims to have been testing my home for those 90 minutes and coming up all great despite having NO Internet connection. How does it do that ??? 

[JimM1]

@DaveS4 It's the way the software works, and all the goings on to hit and determine which/what way is best. The light is correct, Red or Out Broadband service is down, blame the AI for not getting it right!

[DaveS4]

I have only switched from Virgin to Sky in the last few months. If I ran service checker on virgin , it would not complete successfully if there was no Internet connection. The issue here is - when there is no Internet connection and consequently the service checker can not possibly test your home, it should fail with an error, not just tell you everything is good from data pulled from history log. It is just lies.

[JimM1]

@DaveS4 You also get the same when you chose not to have a sky hub attached to the line, as before yes it should do it correctly but the software is aimed at a AREA wide fault, that is different from the actual home that it is NOT testing! 

I always say look at and trust the lights on the ONT or the sky Hub, and that also is not a 100% get's it right every time!❎ 

[DaveS4]

Thanks for your response Jim. I still have no service and now believe the lack of accuracy in the service checker is due to the fact I am on city fibre infrastructure. I am suspicious that sky and city fibre do not have their systems working in a integrated fashion. I just raised a complaint with sky and the agent didn't even know how to contact city fibre. Her first response was to say she had to find out how to contact them. She then could not find any information whatsoever regarding the 'exchange' failure after speaking to three different departments but said it would have taken her seconds to get an update if I had been on BT.