Wifi and broadband not working

[TAB3]

Hi it's dropped repeatedly over the last week, but now seems to be permanently offline.

Powrr and wifi lights are green. Internet light is amber or off.

Multiple checks on MySky say there is no issue in my area, my home or with my equipment.

Not got a landline so can't call 150z

Please advise on next steps and a helpline number as i am stuck in a loop on the website 

[Daniel0210]

@TAB3 
If you haven’t done it already use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault perhaps affecting multiple households.

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 good 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 call Sky to report it.

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

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.

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To call Sky dial 150 (free) from a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The posting of full phone numbers isn’t permitted on the forum.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[JimM1]

@TAB3 Link below will get you to the sky number.

https://www.sky.com/help/home

[TAB3]

Thanks so much. the lines are now down! voice recording says to call back tomorrow. is there an email address or chat service

[JimM1]

@TAB3 Try from just after 9.00am onwards.

[Chrisee]

@TAB3 we have been told by Sky there is an issue which means the contact centres are down so the issue will affect the chat system as well. There will be updates posted in the service checker when thereis an update.

[TAB3]

Thank you - but i am very anxious as i am WFH with no internet. do you have any insight when internet will be back up? it came on briefly for an hour this morning but has been gone since then

[JimM1]

@TAB3 As a working from home, and if you really need internet, does your mobile have a good signal, you have data, and you can tether your mobile to get online....

[TAB3]

Thanks Jim, yes and this is what i am doing. But I work on large streaming shows, so really really need broadband.

If you have ANY insight into how to get hold of Sky, and make them fix this asap please do share

Also, do they reimburse for lost service?

[Daniel0210]

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@TAB3 wrote:
Also, do they reimburse for lost service?

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@TAB3 
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING 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 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. 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 (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[JimM1]

@TAB3 Best advice, work on a backup plan, no 100% for anything... Too many what if's involved, \sky comms are having an issue and on the service checker, all you can do is hope and pray as not knowing what is going on wider side or home side...

[Daryl136]

I am having trouble with my broadband, the power light green Internet, orange Wi-Fi, green voice, orange I have tried everything unplugging it all plugging it back in nothing is happening.

[JimM1]

@Daryl136 See the link about the lights, and stop all the plugging re-plugging it's not needed. Service checker is better to try and find out if/where/when possibly there is a fault that's what the amber lights are telling you.

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

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker