There is a problem

[jeanmary]

It's to do with my broadband

[daveNOS]

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@jeanmary wrote:
It's to do with my broadband

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@jeanmary If you want anyone on the community to try and help you need to say what the problem is. 

[Rin]

My Internet has suddenly stopped working. There is a slow flashing green light on the box. Ive switched off from mains and checked everything is plugged in and restarted but still not working.

[Daniel0210]

@Rin 
Use this link to check if there are any issues locally that may identify a known fault which could be affecting multiple households ~
https://www.sky.com/servicechecker

Its always worth rechecking it as the Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so we tend to advise trying 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 report it to Sky. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

🔸

Various hub lights; This link provides information about the coloured lights you may see 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-...

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

[Rin]

Thank you for reaching out ap quickly, I'll give these links a go! 

Thanks

[Rin]

Does anyone know where I can find the form for recouping costs associated and due to not having the Internet for over 48 hours? I remember seeing something, but now can't find it. 

Thank you

[Me134]

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@Rin wrote:

Does anyone know where I can find the form for recouping costs associated and due to not having the Internet for over 48 hours? I remember seeing something, but now can't find it. 

Thank you

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It's automatic is it not, although I think you do have to report it.

[Daniel0210 · Accepted solution]

@Rin 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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 Ofcom’s website:~
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.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[caesarome]

There is no form @Rin as this explains how this works as long as you did report the outage:

https://www.sky.com/help/articles/auto-compensation

[Rin]

Thank you all for your guidance, I appreciate it! 🙂