Sky Broadband STILL down: Thousands unable to connect to internet for HOURS

Sky Broadband STILL down: Thousands unable to connect to internet for HOURS

Update: A spokesperson for Sky has apologised for the issues with broadband connections across the South of England and Wales. Speaking to Express.co.uk, the spokesperson said “We are aware of issues impacting Sky Broadband and Talk customers in Cardiff and parts of South East England. We are investigating the issue and we’re sorry for any inconvenience this may be causing.”

While it has been confirmed that engineers are on-site trying to implement a fix for the broadband issues, there’s no estimated time for the completion of the work. Given that Sky Broadband users have already been without internet for over 18-hours in some areas, it seems like whatever is wrong is pretty serious.

The original article follows below…

Broadband not working this morning? You’re not alone. Hundreds of disgruntled Sky Broadband customers have flooded social media to complain about issues with their internet connection for the second time in 24-hours. The latest issues prevent customers getting online, sending or receiving WhatsApp messages, streaming music and video. For those working from home this morning, customers will need to share a mobile data connection from their phone – something that can get very costly in a few hours – or head outside to find a nearby café with free Wi-Fi. The ongoing broadband outage, which impacts hundreds of customers across the South and South-East of England, started at 6.30pm last night (September 1).

Sky confirmed that a problem with its service last night left some unable to get online or make/receive phone calls from their landline. It had promised to “work overnight to fix the problem”, however, it’s clear that a solution has not yet been found. Sky broadband customers will have been left without a connection for well over 15 hours.

Customer service representatives, posting via the @SkyHelpTeam account on Twitter, have also apologised for the outage, which is close to its 16th hour now. In the latest message, Sky promises that a fix is coming “as soon as possible”. The full tweet reads: “I really do apologise for any inconvenience caused by this. Please be assured that our tech teams are working to restore service ASAP. Any updates on this will be posted via both our Twitter page and service status page.”

Independent website DownDetector, which tracks reports from customers across social media to monitor the performance of web services, reported a huge spike in complaints from Sky Broadband customers last night. At its peak, some 2,329 customers were voicing concerns about their broadband connection not working every minute.

Reports on social media are beginning to pick up this morning too, with more than 687 people complaining about poor broadband connections at the time of writing. These reports are trending upwards too. That makes sense, as more and more people wake up and attempt to login to their work email, check social media, stream their favourite Netflix boxset in bed – the problems are likely to be spotted by more customers across the UK.

Using geolocation data from the social media posts, DownDetector is able to place the complaints on a map. According to this data, the areas most likely to be impacted are London, Cardiff, Oxford and Brighton. Out of those affected, the vast majority (98 percent) are reporting issues with their Sky internet connection.

Sky provided an update about the problems that left hundreds in the South and South-East unable to use their broadband connection on its Server Status page. This webpage is designed to flag any known issues to customers – as well as an estimated time for the fix. In the last update, published at 6.30pm September 1, Sky shared: “Broadband and Talk problems in South East England and Wales – You might not be able to get online or make/receive phone calls due to a problem in your local area. Our technical teams will continue to work overnight to fix the problem and we will provide an update on progress in the morning. We’re sorry for the continued inconvenience.”

There are no other known issues with Sky services, including its satellite TV and mobile signal. 

Across social media, floods of frustrated customers are complaining about the problems. One user shared on Twitter: “Good morning! Any idea when the internet will actually work?”

#skybroadband down since 6pm last night. Looks like I’ll be working from.a cafe today – a real good look when on important client calls…” another added.

One customer shared: “I have woken up to find my Sky internet is still down. That’s all last night and now this morning. What a pain! Hurry up and fix it!”

Sky uses the @SkyHelpTeam account on Twitter to respond to complaints and issues from customers struggling with broadband issues. However, in the last update shared by the team last night, they wrote: “Goodnight everyone & sweet dreams. We’ll be back tomorrow at 08:30am to help out.”

Sky offers a number of troubleshooting tips for broadband customers who are struggling to get online. Anyone unable to connect to the internet this morning is more than likely suffering with the latest outage in the South and South-East. However, just to be on the safe side, it might be worth taking a look at some of the common problems that could also be causing Wi-Fi disruptions in your home this morning. Sky includes all of its troubleshooting tips here.

This isn’t the first time that Sky broadband customers have been left stranded without internet or Wi-Fi at home this summer, with the service hitting troubled waters a number of times last month.

Express.co.uk has contacted Sky for comment on this story.

Published at Thu, 02 Sep 2021 13:00:00 +0000