@Mee25
The Sky Community is a customer led discussion forum where Sky customers are available to help other customers. You are NOT contacting Sky Customer Services by posting here.
At that time of night it could be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep. If it hasn't come back on by 0700 use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault perhaps affecting multiple households.
If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.
Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.
If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).
This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start
Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.
🔹
If it's a longer term issue, in the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.
This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation
If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.
From the Ofcom website:~
So if your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.
It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.
▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise)▪️
NOTE: I only provide help on the forum boards so Direct Messaging is switched off
▫️
Sky customer since 2001
with:
Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
