Sky fibre maintenance work

[Ajack68]

Help as I seen a pinned post saying that Sky are performing maintenance work and that the fibre service is going to be down until 7am. 

if you are still having problems then reset your router. 

That is great but I am on holiday in a completely different country and it won't let me reset my router online says connection timed out. 

I have Hive, Ring, Alexia and Phillips hue stuff, automatic curtain closures as well as cctv cameras to heat and protect my house when away. 

now due to this maintenance and no sky service everything is now offline and my whole house is vulnerable. 

I have fibre 150 run tests and it's telling me I have problems and comes up saying problems connecting to your hub. Also speed for the past month has been 80 even though I am paying for 150 and am supposed to get a guaranteed minimum of 100. 

When entering my IP address it tells me that the connection is timed out and I can't access my hub to try and reset online. 

Getting sick of this over priced fibre service that is sold to us being the best and it's the most unreliable broadband service I have ever had from any provider ever. 

Thanks Sky no heating, no security and no lights in my home now and will be like this till I get home in 9 days. Couldn't write it. 

AI bot is also absolutely useless and tried to chat online to a agent and the bot just puts me round in circles. 

[JimM1]

@Ajack68 Are you running some form off DDNS service to get to your sky Hub?

[David382]

In my local news paper is an article that there are or have been lots of fibre network problems and refers to a website Downdector.

[JimM1]

@David382 That's also the biggest piece off sugar ever invented, next you will be but GPT is saying! And trust the Trust pilot reviews!

[jamesn123]

Hi @Ajack68 

Sky's service, like every other ISP is not guaranteed to have 100% uptime. Maintenance has to happen & unfortunately problems happen too. Remote access to routers is disabled for security reasons so unless you have manually set it up in the past you wont be able to connect to your router away from home.

If home security is that important to you then you should either have a backup in place or use a security system that can record while offline. 

Additionally your set heating schedules should still apply even when the controller is offline. 

[Ajack68]

I have no idea how to 

[Ajack68]

Yes agree with you but this has been the most unreliable internet connection and speed I have ever had after being with Sky for a very long time. 

Sold me the latest super duper internet according to them. Guaranteed speeds super reliable. 

Sorry but far from it and according to users and online reviews I am far from the only one that thinks like this with there new fibre service. 

[jamesn123]

@Ajack68 

If your unhappy with the performance of your service then of course you can engage with Sky about it and perhaps raise a complaint, however this does not really fall under the same boat as Sky having to do maintenance and your router possibly needing a reboot after it.

If you want help from the forum to troubleshoot then people will be happy to help, although it would probably be easier to do so when your back at home