Sky FTTP Area Outage or Is It Only Me?

[THX1138]

Our Sky FTTP internet service has been down since last Friday – East Berkshire area.

ONT lights are:

• Power = Green
• LOS = Red
• PON = Off
• LAN = Green

Sky Hub light are:

• Power = Green
• Internet = Off
• WiFi = Green
• Voice = Red

I have run both the Sky ‘Service Checker’ while logged into my account and also ran the Sky ‘Service Status’ using the VOIP phone number and both state the following:

• Outage in your area = Yes
• Service Impacted: Broadband
• Outage start date: 25 April 2025

I also rang the Sky [Removed] number, which also confirmed an issue at my exchange and that the call centre has no further information about this issue and then hangs up.

My question is based on how accurate these tests are and what metrics they use to generate their results.

My concern is, that if it is only my ONT, or only my optical cable or only my connection at the exchange at fault, will the tests above still indicate an outage in my area? Or would the tests ‘specifically’ state that it was ‘only’ my internet connection that was down?

Depending on how the testing checks above, algorithms work, would they state an outage in my area for only one subscriber or do they only report an 'area outage' if a certain threshold number of subscribers are effected e.g., over 100 people?

I just don’t what to find out that it’s only been me all along with the outage and that I could have had it fixed days ago through a call out.

Hopefully my question makes sense.

KR

Moderator notes: removed PI

[caesarome]

If the service checker is showing an outage in your area then it will be something that isn't just affecting you as it could be an issue at the exchange or anywhere between there and your property so the fact it has shown up on the tracker means Openreach should be tasked to fix it and usually this can take up to 5 working days but can take longer if things like paths or roads need to be dug up.

[THX1138]

Thanks @caesarome 

Thanks for the feedback and confirming that it’s unlikely to be something just affecting me, based on the Service Checker status. There’s nothing worse than sitting in the dark, ignorant and then finding out that you could have done something to fix it much earlier.

By coincidence I spoke to an Openreach engineer who just happened to be doing something unrelated in our street yesterday. He said he was not aware of any reported or known issues with Sky FTTP in the immediate area, that required Openreach intervention. He did say that it was most likely a ‘software’ issue at Sky. But who knows, he could have simply been second guessing or not completly aware.

KR

[THX1138]

Was finally able to speak to a ‘real’ person at Sky to discuss my ongoing FTTP connection outage and to discuss receiving compensation.

The Sky agent was able to look through their system and confirm a current service outage that me and a number of other people are experiencing. They also checked the engineers notes which stated very little apart from saying “ongoing investigations”, which the agent said was a bit unusual to have so little recorded in the notes after 6 days.

This is only my speculation, but with all the recent cyber and ransomware attacks: M&S, Coop, Spain electricity supply…, I wonder if Sky has also been hit and is keeping this outage under wraps?

KR

[JimM1]

@THX1138 More likely something else as you LOS is red, someone dug the road up and right through the fibre cable, someone cut the cable thinking they were stealing copper, oops turns out it's fibre, long delay's normally bad fault.

[THX1138]

@JimM1 

Your thoughts are what I’m also beginning to speculate due to the ongoing status of “ongoing investigations”.

If it is a cut through fibre cable it will probably result in having to run a new fibre line between the identified Aggregation Node / Splitter Node, fit the cable connector ends and then reconnect them to the correct ports, which could take some time to physically do it there is a high number of them.

Their estimated time for fix completion is the 2nd May, so lets see what happens…

KR

[JimM1]

@THX1138 Although an hour long video give you a way better insight to what it is all about. Virtual tour take a look see.

openreach fibre video - Search

[THX1138]

@JimM1 

Many thanks for the link I'll be sure to watch.

Another long but very good and detailed FTTP training video is from Wildanet:

https://youtu.be/aaf1lw2syQA?si=oN6SXW5oWeOaEK0-

KR

[THX1138]

UPDATE

So, received the text message from Sky this morning stating that the “issue in our area has been resolved”, so would expect our broadband service to now return again after 18 days. But no, the ONT is still showing a ‘Loss of Service’ Red light, with no broadband connection.

Spoke to Sky Tech Support (good bunch) and an Openreach engineer has now been booked. What are the odds of two faults happening at the same time – the FTTP area outage and our FTTP line outage. Hopefully the Openreach visit will be the last hurrah as this lack of broadband service feels like the gift that keeps on giving.

Will definitely look into installing an Altnet FTTP provider to use as a secondary broadband provider that is less reliant on Openreach infrastructure and involvement, especially if this is a sign of things to come with more frequent outages and longer repair times.

These and other services (gas, electric, water, public transport) are now run on absolute shoestrings, so outages and long repair times are sadly now the norm and with much higher costs to us to go with it!

[Anonymous]

Zen's status page seems to line directly to Openreach.  Seems to give a lot more insight into what is actually happening than most, including planned maintenance in the area.  Might be worth a look.

https://status.zen.co.uk/broadband/

[THX1138]

UPDATE 2   (25 Days Without Broadband)

So, no Openreach engineer visit today, and I find out later today via the excellent Sky Tech Team, that Openreacharound have now changed their mind and decided the area outage is still on and cannot provide any indication of when it will truthfully be repaired! What a “make it up as you go along company OR is!

OR’s complete contempt to the ISPs and their customers is disgusting and reminds me more of the old Soviet car manufacturers who didn’t care if their cars ran or not, as long as they met their output quota. Similar to OR just providing an infrastructure regardless to whether is works or not. And the £9.99 daily compensation they pay Sky for non-fixes after 2 days, is chicken feed and insulting and maintains their laissez-faire lazy behaviour to Sky and its customers. Raise it to £100 and day and OR may just get out of bed and think about their job!

Will get the Swish Fibre FTTP new order organised now ASAP, as I have absolutely no idea when or if OR can fix their problems – it could be weeks, months or maybe never.

@AnonymousSadly Zen uses the OR infrastructure, so their out.

[Anonymous]

You misunderstood me.  Zen's status page seems to interface with OR's database.  It's the best way I've found of seeing what OR have planned.  The link is a link to that status page.

[THX1138]

@Anonymousthanks for pointing that out, my misunderstanding. 😁

Now that is useful from Zen.

Just being able to quickly see that something is currently going on or being planned is a darn sight better than sitting in the dark or having to take time and get through to Sky Tech Support – who are great folks. At least this would allow you to plan around outages and work from another location during those periods of disruption.

My wish list to Sky: It would be very helpful if Sky could also provide this same level of info to its customers that Zen provides to theirs.

[THX1138]

UPDATE 3   (2 Days With Broadband)

Hallelujah, our Sky broadband is back after 25 days!

What a completely frustrating ride it’s been when having to rely on Openreacharound pulling their finger out and getting on with the job their paid to do – they are one monopoly that needs to be reviewed as they literally hold ISP’s and their customers to ransom.

I also just wanted to pass on my sincere thanks to the Sky Tech Support team – who also have to battle with OR, for all their help and support and just being a shoulder to cry on! And also to the good folks here for listening to my venting’s.

Oh yeah, I have now also upgraded from Sky Broadband Ultrafast Plus at £56 per/month, to Sky Full Fibre Gigafast at £46 per/month, saving me £10 per/month – a no-brainer.

Well, until the next time, “may all your broadband troubles be Openreach free”!

KR