Sky router slow, flashing green light

[Varkanoid]

My Internet went down at 2.48am last night. Red Orange light on it. ONT looks fine, ran through the service checker on MySky says I have an issue. Took the photo got the ref then it says Network team will investigate and get back to you within 72hrs. How, do they get back to you as I have no email confirmation or anything that shows it's being looked at. Is there somewhere within your account which you can see a status even if it just says we are looking?

Router now has slow pulsating green light. Had BT for 20 years never had an issue. Had Sky 2 months and it gone down. 😢

[jamesn123]

Hi @Varkanoid 

Sky will contact you via SMS, Email or Phone once there is an update to your issue. If you havent heard anything from Sky in a couple days give them a call to see if the fault is still present. 

[Varkanoid]

I've just done an online chat as I didnt trust the My Sky app.

"Order Confirmation Escalate to network successful The Network Team (CNS) will investigate and aim to fix or give an update within 72 hours."

This must be the first time I have ever had a broadband issue for decades.

WFH thank goodness for tethering.

[Varkanoid]

Just an update its now showing under the My Order section online on my account. So do not trust the My Sky app to log the fault do an online chat!

[Varkanoid]

another update. I just got this email.

The email address its come from is a gmail account (removed due to not being able to post it). It was sent to my gmail account which isnt even associated with my Sky account how is this genuine it doesnt look like it ?

On Mon, Dec 1, 2025 at 3:42 PM Irene Morgan gee mail dort corm

Sorry to hear that you're having trouble.
One of our team members will be able to assist you with this.
Please let us know the best callback number where we can reach you so we can arrange for someone to contact you directly.

Have a nice day.

Thanks,
Sky Support

[Varkanoid]

Regarding the above irenemorgan gmail its a scam. This person looks at the broadband issues reported then gets your email address from the Community and emails you pretending to be from Sky. Few other EE users reported the same issue/scam.

[jamesn123]

@Varkanoid 

Sky dont expose user email addresses so I dont see how they would have got it from here, but yes its a scam. 

[Varkanoid]

they probably look at your user id and then stick the gmail domain on the end and hope its a valid email address.

I've reported it to abuse@sky.com

[Varkanoid · Accepted solution]

Just an update Openreach Engineer visited Exchange etc and fixed the connection. Now fully working. So just over 24hrs and sorted..