Sky Broadband - Routing Issues Today

[Poker+player]

If its not resolved soon I'm leaving and getting another broadband provider. I cannot access pokertracker.com which I need to play poker or my work sharepoint.

[Beanio]

As is typical for me - I generally only get issues in the first month after signing a new 18 month contract 😞

I believe there is compensation available though - £8 a day? Though I'm not sure how that works with only partial outages like this.

[CJGARNHAM]

Hi just got off the phone with Tech Support .No she did not suggest switching on and off🤣 

Very helpful and was fully aware of the issues. They are working with Amazon to find the cause and work out a fix. No time scale available at his time. something changed yesterday and caused this.As with all IT network issues one small change in an unrelated section can cause a knock on problem.

I think we just need to be patient. By the time you can change ISPs get new equipment and have to make a load of changes to you setup it will have been fixed. Well i hope so😐

[Beanio]

Very interesting that they're acknowledging there's a problem now!

They should really update their status system to reflect a problem for some customers. I think this is probably how they get around auto-compensation schemes to be honest. Nothing to compensate if they don't officially acknowledge the problem.

[AngelThief]

My ISP side IP, 94.11.82.x

Everything still down and previously mentioned web sites, not reachable

[Chloe-W22]

Hey everyone and if you're new here welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related. 

Just to let you know I've forwarded this thread on to the business to be looked at, thanks for posting 🤜🤛

[Beanio]

Just got off phone with Sky support. That was mostly the waste of time I thought it would be. They categorically stated there are no known issues with some customers not being able to reach Ring/Amazon/etc.

They again tried to tell me I needed to turn on broadband shield. Explained that I never used this and that I used my own equipment rather than Sky hub. They refuse to help further despite me explaining this is obviously effecting other customers too.

Asked them to put a note on my record to say I'd called to report the fault, which they are doing (but I doubt it'll reflect what was actually said).

If still problematic tomorrow I'll dig out the Sky hub and get that connected to prove the fault in a way acceptable to them. I will then start recording my time that is being wasted and request compensation for loss or service.

[lude1962]

CJGARNAM, Its not just Amazon so why they need to speak to them.....

What Tech Support did you speak to?

Tucked away on twitter "West Midlands Due to essential maintenance, some customers in the above area will experience an intermittent/complete loss of Fibre, Broadband & Talk services on 26/04/23 between 00:00 until 06:00. " May not be relevant.

[Technolav72]

My IP is 94.11.240.xxx

Still got issue - many people at my work with the issue.  Unable to use our 2 factor authentication due to it unless hotspotting on phone!

Thank you for those with the better technical skills that have been picking through this!  And everyone who has made those painful calls.

They will not admit to the issue, I had an issue with the firmware on their hub when first going fibre, The  forum chat was two years old and still active and sky moderators just ignored and did not reply.  Then suddenly a sky moderator declared a firmware update just pushed out and will take a few months to update all hubs!  2 years!  I guess if you don't admit it then you don't have to pay conpensation!

Come on Sky show use how it should be done this time?  At least post your updates here and be the "better" broadband provided 🙂

[Beanio]

It might be an AWS server that Sky isn't able to connect to. Amazon run the datacentre, but many other companies run their services from it.

[Technolav72]

Alexa Just started working, any others working?

[Technolav72]

Noted reply at‎ 27 Apr 2023 10:37 AM from Sky I missed when I was posting - thank you Sky good start 🙂 

[lude1962 · Accepted solution]

Looks like the problems have just been fixed

Alexa up and running access to seafight working.

[devnull]

Wow yes - all the sites are working for me now!

[TheGruff]

Yes, just noticed she is talking to me again. Will have to reset all the Dots now.

Sigh