WiFi not working

[Adam285]

 

My WiFi has been fine since it's been installed then all of a sudden it's gone off and the LOS light is staying red 

[Daniel0210]

@Adam285 

See this article currently posted at the top of the Broadband board

https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-... 

[Adam285]

It's still not going off red it won't let me do a test or anything so it's told me to book an engineer appointment and that's what I have done but now going be without wifi for over 24 hours 

[Daniel0210]

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@Adam285 wrote:

now going be without wifi for over 24 hours 

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@Adam285 
Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

▪️

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 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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[caesarome · Accepted solution]

If it asked your to book an engineer then the fault needs to be fixed by Openreach outside of your property.

[JimM1]

@Adam285 LOS Red, NO light on the Fibre Optic cable, broken connection, exchange fault, ONT gone bad, etc etc.... Takes an OR Openreach Engineer or Team to find out why, and get it fixed.....

If you have a mobile signal you may be able to tether or hotspot to get you limping along until fixed!

[Johnr9]

So we had no issues on Thursday with the wifi but over yesterday and today the wifi is red, I've checked on the sky app and it says there's no issues but it also says the sky hub is not connected and I'm unsure what to do to fix it

[caesarome]

@Johnr9 

If you have Sky Fibre and your ONT shows a red light then have a read of this:
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

If nothing there helps then the first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:
https://www.sky.com/servicechecker

If there isn't 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.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.