CUT OFF
Sky internet went down leaving hundreds of customers with broadband issues – how to check your area
Find out if you're affected and whether you could claim compensation
HUNDREDS of Sky broadband customers earlier reported issues with their internet service.
Almost 600 people reported problems with their broadband on the website Downdetector.
1
One customer wrote: "Why is Sky Broadband still down in Weymouth, Dorset? Can you give us some idea of when these issues will be resolved please."
Another simply said: "Sky broadband not working."
A third asked: "Why do I not have any broadband at my property?"
The issues appeared to begin at about 12pm.
Read more on broadband
By 12.14pm, the number of problems reported on Downdetector had reached 598.
However The Sun understands there was a minor outage at an exchange network in Scotland that lasted a short period of time.
It's believed the service is now fully restored.
The vast majority of complaints were over Sky's broadband service, although a small number of people had problems with the TV service.
Most read in Money
Millions of Sky customers were left fuming this month when they were hit with a price rise.
The higher prices were applied to customers' bills from April 1.
The increase depends on which services the customer uses - but the average nationwide was a jump of 6.2%.
Sky broadband down: How do I check the status of my internet?
If you want to check whether you're suffering from a broadband outage or whether there's a widespread issue in your area, you can check Sky's dedicated page.
Are you owed cash from an outage?
You can also use it to check the service for Sky TV, Sky TV apps and Sky mobile services.
To check the service on the website, just enter your landline number.
You can also run a test on your home WiFi to see if there's anything you can do to get it up and running again.
It's worth remembering that if you're having issues with your internet it could be a problem with your router.
You should first try rebooting your router to see if that fixes the issues.
To do this, turn your router off from the main plug, wait 30 seconds, and then turn it back on.
There's no guarantee this will fix any broadband problems.
How can I contact Sky and am I entitled to compensation?
You could be entitled to compensation if your internet goes down - but only if it's for a certain length of time.
Internet firms usually pay out £8 for each day that broadband and phone service is not repaired after two full days of no service.
You won't be compensated if it's for less time than this.
If you're a mobile customer and you suffer from a lack of service then depending on the circumstance, you may be entitled to a refund or account credit.
If you're without service for a sustained period of time then you may have the right to leave without incurring a fee.
Sky is signed up to the Automatic Compensation Scheme alongside other broadband providers.
This makes it easier for customers to get money back when there's an outage.
Read More on The Sun
If you want to make a complaint to the Sky customer service team, they can be reached on 0333 7591 018. Help is also available online here.
If your service goes down then it's worth asking for compensation, even if it doesn’t fall into one of these categories.
Top tips on how to stay connected
Here are some tips from Ofcom on how to improve your Wi-Fi connection and get more out of it:
- Use your landline or Wi-Fi calls:More people are making calls on their mobile network during the day, so you may find you get a more reliable connection using your landline or by turning on "wifi calling" in your settings.
- Move your router clear of other devices: Keep your router as far away as possible from other devices, such as cordless phones, baby monitors, TVs and monitors, as they can all affect your Wi-Fi if they’re too close to your router. Also, place your router on a table or shelf rather than on the floor, and keep it switched on.
- Lower the demands on your connection: The more devices attached to your wifi, the lower the speed you get. Devices like tablets and smartphones often work in the background, so try switching wifi reception off on these when you’re not using them.
- Try wired rather than wireless:For the best broadband speeds, use an Ethernet cable to connect your computer directly to your router rather than using Wi-FI.
- Plug your router directly into your main phone socket:Where possible, try not to use a telephone extension lead, as these can cause interference which could lower your speed.
- Test the speed on your broadband line: You can run a speed test using . If possible, carry out tests over a few days and see if there are any changes.
Topics