Sky internet down in Solihull??

[Irrum]

Yes having the same issue in B14, internet went down half an hour ago and the internet light is still orange after taking out the wires and putting them back in. 

[Raheela+Q]

Same issue in B13, Sky seems to showing themselves as unreliable and a waste of money 

[Kieran311]

How long will it take to come back, will I be recompensed for lack of service. or can I cancel my contract if it's often? 

I can't work without the internet so it's kinda critical really.

[Daniel0210]

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@Kieran311 wrote:

How long will it take to come back,

as customers we can't say 

will I be recompensed for lack of service. 

Only if it lasts over 2 days. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 the fault is first reported to Sky, you will become eligible for it. 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 (new rates from 01/04/24).

I can't work without the internet so it's kinda critical really.

Be aware Sky Broadband is a domestic service so the fix time isn't influenced by customers wfh.

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[cookiemonsteruk]

@Kieran311 

Ongoing outage in the greater Birminham area affecting other isps.  Openreach have 2days to fix before you are due compensation

[Kieran311]

Man do I regret switching to sky... does this happen often?

[cookiemonsteruk]

@Kieran311 

Openreach has outages most days that affects most isp's not just sky

[Karlos2]

B13 BROADBAND DOWN

1 Month into this contract and it goes down. I moved my contract from Virgin as Sky were guaranteeing reliability. Not impressed. Very Poor. 

At the very least Sky could provide some explanation and expected duration to fix surely. 

Actually considering going back to Virgin now. 

[JH261]

No connection and orange light on router in B90

[Daniel0210]

@JH261 
See further down for guidance on the lights on the various hubs.

For broadband issues the first thing to do, even if you’ve already tried it, is to use this link to check to see if there are any broadband issues or outages nearby ~
https://www.sky.com/servicechecker

This should identify if there's a known fault, perhaps affecting multiple households.

NOTE: It doesn’t necessarily disclose a problem immediately and there is up to an hours delay before the service checker picks up a lost connection so perhaps try it again later.

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 okay 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 contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔹

Hub lights; This link provides information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Red light on ONT; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Bad weather; Adverse weather can also impact your broadband.

Working from home; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.