Sky broadband outage explained: what to do if your internet goes down
More of our time at home is spent using the internet than ever, with social media, work, streaming and essential life admin all requiring a good broadband connection these days. So when that connection drops, it can be very frustrating to struggle without it, even for a short while.
If you’re one of the UK’s 5.6 million Sky broadband customers, here’s how you can deal with internet outage issues. We’ll also provide information on compensation and contact details.
If you need a quick answer, the first thing you should do is visit Sky’s Service Checker. This tool will let you know in just a few minutes whether the problem is a known fault or an issue linked to your specific broadband.
Here are some other steps to take when faced with your Sky broadband going down.
What to do when your Sky broadband is down
Here are the first things you should do if your Sky broadband connection has suddenly cut out for an extended period of time.
1. Look online for reported Sky broadband outages
To get the most accurate assessment for your area, you can visit the Sky Service Checker. Just sign in to your account, and check your network connection there. This will tell you if there are any issues in your area affecting Sky’s internet connection, or if the problem is a fault with your broadband service, line or equipment.
You’ll also be able to see any trending Sky broadband discussions within the Sky online community.
You can use your phone to search online for Sky broadband outages on a user-reporting website like Downdetector too.
2. Contact Sky for support
You can speak with an adviser through the My Sky app, which features a messaging service, contact Sky via X, or ask questions on the Sky Community forum.
You can also talk to the Virtual Assistant on the Sky website (in the bottom-right-hand corner of the screen) or call 150 from your Sky Talk landline or Sky mobile.
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Check for home internet connection issues
If you can’t see much online about a Sky internet outage, and Sky’s team are saying there aren’t any issues in your area, then it may be worth checking your home broadband setup. There’s a chance you could improve your connection with just a few steps.
1. Test your current connection
Run a broadband speed test to see if the speed you’re getting is the same as what was advertised on your package.
If you notice a clear difference, sign in with your Sky ID and test your connection - this will help identify any issues causing your internet to go down.
2. Make sure your Sky Hub is set up properly
Your Sky broadband might be down because of your equipment, so it’s important you make sure everything is set up properly.
If your Sky Hub includes internet calls, it needs to be set up differently from hubs without internet calls. Internet calls are standard with Sky Broadband Full Fibre, Ultrafast, or Gigafast packages.
Connect the Hub to your master phone socket or optical network terminal (ONT) for the best speed and stability. This is usually where the phone line enters your house. If you live in a flat, you may not have your own ONT, so you might have to speak to your landlord.
3. Check the Sky Hub lights
The lights on your Sky Hub can help you spot broadband connection issues, but you need to know what they mean:
- Red power light = there might be a fault with your Hub. In this case, try switching it off and on again at the mains plug. Wait a few minutes while it starts back up. If the light’s still red, contact Sky.
- Flashing green/amber light = your Hub is in recovery mode, this is usually the case after a software update and should fix itself after 15 minutes or so. If it’s still flashing, hold the reset button on the back of your Hub for 10 seconds, until the lights on the front start to blink. Then wait for the lights to return to normal and check your broadband.
- Solid green or white light – older hubs display a green light while newer hubs display a white light when your Sky hub is connected to the internet
Sky provides different hubs depending on when you signed up, so here’s how to find out what the different coloured lights mean on your exact Sky Hub.
Can I get compensation from Sky for broadband outages and other issues?
You’ll be relieved to know that Sky does give compensation for broadband issues in some circumstances.
Total loss of service
You could get £9.76 if there’s total loss of service (no internet at all) and it isn’t fixed within two working days. Your compensation will start from the third full working day.
You don’t get automatic compensation if:
- It’s not a total loss of service
- Your home equipment is faulty
- You prevent the problem from being fixed
Missed engineer appointments
You can get £30.49 if your engineer doesn’t show up to the visit or if Sky change or cancel your visit. The change or cancellation needs to have occurred with less than 24 hours' notice.
Delayed broadband activation
If your Sky broadband is not activated by midnight on the confirmed date, you could be charged £6.10 for each full day it is late.
All compensation rates are correct at the time of writing. If you’re eligible for compensation under any of the above circumstances, Sky will calculate what you're owed and add a credit to your Sky account. It’s all handled automatically, so you don’t need to get in touch.
If you’re not happy with your current provider, you might want to consider switching broadband.
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