Sky Broadband down updates — Internet out for thousands of furious customers as BT and Now users also experience issues
ISSUES with Sky Broadband appear to be resolved following a mass outage that hit the service on Tuesday.
Over 70,000 broadband users were affected by the outage at 10pm on Tuesday night according to - but issues now appear to be resolved as of Thursday.
During the outage, one furious customer said: "Absolute terrible quality service for the money being asked, constantly having problems since I took out a contract. Seems Sky has taken down their service status page down what a surprise. Think I’ll be cancelling my direct debit if they don’t sort it out quick."
Another said: "SKY keep telling me the Internet is working when all my devices tell me it isn't. Come on LIE sort it out."
In a statement released on Tuesday evening, the broadband provider said: "We are aware that some Sky Broadband customers have been experiencing issues. Our engineers have now resolved this however If you continue to experience issues please complete a power reset on your Sky Broadband Hub. We apologise for any inconvenience caused."
Read our Sky outage blog for the latest news and updates...
People are just realising their Wi-Fi speed and booster work a lot faster by making simple adjustment
Wi-Fi boosters can be the perfect fix for a dodgy broadband connection and eradicating those pesky internet 'dark spots' at home.
But you have to be clever about where you place them - or you risk them becoming a useless wall accessory.
Wi-Fi boosters - similar to mesh systems - pick up the signals from your router and spit them out further flung parts of the home.
So, it's essential that the devices are close enough to the router to detect this signal.
Reports fall below 100 as users regain access
Reports have now fallen below 100 as users regain access to Sky's services, as per DownDetector.
How to cancel your Now TV subscription
If Now’s outage is your last straw, you can using these instructions:
- Start by logging into your Now TV account online.
- Then click the My Account button which can be found in the top right-hand corner of the screen. A drop-down menu should pop up on your screen.
- Next, click on the Passes and Vouchers option in the list.
- Select the pass you are wishing to cancel and press the Cancel Pass button.
- You will then be asked to select a reason for why you are canceling that specific subscription. Click the reason for your cancellation.
- A further screen will appear asking if you wish to cancel. If you are happy to carry on click I still want to cancel.
- A confirmation message will then appear on screen and you will also receive an email to your registered account.
Previous Sky outages
Sky Broadband has gone down multiple times in the past below are times the internet provider recently lost service:
- Sky Broadband issues were widely reported over August 20 and 22, with many experiencing lunchtime issues with their internet.
- Thousands of Sky customers reported losing their broadband connections on August 4, according to Downdetector.
- July 28 also saw connection issues for hundreds of people working from home.
Which services are Sky customers reporting problems with?
Most Sky customers are reporting issues with their internet, at 78%.
13% are having trouble with their TV streaming services.
And 9% are relaying problems with their television.
Previous Sky outages
Sky Broadband has gone down multiple times in the past below are times the internet provider recently lost service:
- Sky Broadband issues were widely reported over August 20 and 22, with many experiencing lunchtime issues with their internet.
- Thousands of Sky customers reported losing their broadband connections on August 4, according to Downdetector.
- July 28 also saw connection issues for hundreds of people working from home.
How do I reset my Sky Broadband router?
You may want to try rebooting your Sky broadband router to see if that fixes your internet issue.
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.
Checking internet status, explained
Sky has a dedicated page where you can check whether you’re suffering from a broadband outage, and if an issue is widespread in your area.
You can also use it to check the service for Sky TV, Sky TV apps and Sky mobile services.
You can enter your landline number to check the service on the website.
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.
Will a refund be available?
You may be entitled to compensation if you have suffered issues with your internet, call, or mobile services.
Internet firms usually pay out £8 for each day broadband and home phone services are not repaired after two full days of no service.
They will also pay £25 for each missed appointment, or for appointments canceled with less than 24 hours’ notice.
Plus, you’ll get £5 for each calendar day delay to the start of the new service. This is usually automatic.
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.
A handy broadband speed guide
Knowing what speed you need your broadband to be can be difficult, but having the right speed for you is more important than ever.
With that in mind, here is a handy guide for broadband speeds:
- 0.5 megabits per second – Required broadband connection speed
- 1.5 megabits per second – Recommended broadband connection speed
- 3 megabits per second – Recommended for SD quality
- 5 megabits per second – Recommended for HD quality
- 25 megabits per second – Recommended for 4K quality
Advice on fixing a dodgy connection
You may want to try rebooting your Sky broadband router to see if that fixes your internet issue.
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.
Netflix included with Sky Signature
Sky Signature offers a Netflix Basic subscription as a paid-for extra, which essentially turns the package into the Sky Ultimate deal.
The basic Netflix subscription allows users full access to the Netflix catalogue but only on one device at a time.
However, customers can choose to upgrade to Netflix Standard or Netflix Premium at their own expense.
Tips for Wi-Fi boosters, concluded
To do this, you may need to find a new home for your router.
Or, make sure you have multiple Wi-Fi boosters that can drag connection throughout the house.
If your Wi-Fi extender has mini antennas on it, then you want to ensure those are in the right place too.
According to fellow broadband provider Plusnet, you can tweak these antennas to get better reception.
"As a general rule, if you've placed your router upstairs to try and achieve a stronger signal across two floors, it's best to turn the antennae sideways," Plusnet explains.
"And if it's placed on the ground floor, its advisable to turn your antennae upwards."
Tips for Wi-Fi boosters, continued
But Wi-Fi signals are a lot like radio signals.
There are lots of physical barriers that can block Wi-Fi signal, like thick walls, concrete, glass or metal.
Therefore, finding the perfect spot for your Wi-Fi boosters can be particularly hard if your router is in an awkward corner of the house.
According to internet provider Sky, you should "put your booster about halfway between your hub and where your Wi-Fi is struggling to reach.
"Too far away from your hub and your booster won't get signal, but too close and it won't extend your Wi-Fi far enough."
Tips for Wi-Fi boosters
Wi-Fi boosters can be the perfect fix for a dodgy broadband connection and eradicating those pesky internet 'dark spots' at home.
But you have to be clever about where you place them - or you risk them becoming a useless wall accessory.
Wi-Fi boosters - similar to mesh systems - pick up the signals from your router and spit them out further flung parts of the home.
So, it's essential that the devices are close enough to the router to detect this signal.
Otherwise, they won't kick out any internet frequencies.
Sky Wi-Fi booster, explained
If you're having trouble getting connected to your Sky broadband in all rooms in your house, it may be worth enquiring about a booster.
You may be entitled to a free booster, but only if you meet the following criteria:
- You've already added Sky Broadband Boost to your internet package. This costs an extra £5 a month.
- You're not getting at least 3Mbps WiFi in every room.
- An engineer can't fix your problem.
See the Sky Broadband Boost terms and conditions for more information.
More on Sky TV, continued
From around £26 a month, Sky Signature comes with more than 300 channels, such as MTV, Comedy Central, Quest and Discovery.
It also features on-demand box sets.
Although customers can choose add-ons for additional monthly fees.
For a fee, customers can add Sky Sports, BT Sport, Sky Cinema, Sky Kids and Disney+ onto their Sky Signature package.
Customers can also buy bolt-ons such as the multiscreen feature, for those who want to enjoy their Sky content on more than one TV.
The reason customers will have to pay extra for it is because Sky will send out a Sky Q box to your home, to let you cast content onto different devices.
More on Sky TV
Sky Signature is the basic TV package in the UK that combines the old entertainment package and Sky Box Sets package.
It is accessible as part of a Sky TV package and requires either a Sky Q TV box and a satellite dish on your home, or the latest Sky Glass TV system.
Sky TV issues appear resolved
Reports that Sky TV from customers have steadily declined as it looks the service is back up and running.
Customers continue to express frustration
Disgruntled Sky TV customers are furious with the company after the TV service has gone down.
One customer wrote: "Last night it was Sky Internet and tonight it's Sky TV, hopefully, it won't be down for 4 hours like the Internet was! Sky has become a joke of a company"
Another wrote: "Sky broadband goes down last night now the sky tv signal goes down tonight what exactly am I paying for ???"
Customers complain Sky TV is down
Users are flooding to Downdetector to figure out if anyone else is experiencing issues.
One user wrote: "anyone else having trouble with sky TV last night it was their Internet now the tv."
Another wrote: "is anyone else having problems with sky tv"
BT responds
A BT representative has responded to The Sun's inquiry about the internet provider service going down.
The rep responded: "All of our checks on the network showed no issues.
"So believe this was an isolated incident related to Sky, as confirmed by their social media posts.
"Sometimes when one network has an issue, customers experience problems without realising where the fault lies.
"As an example – and I’m not saying this is what happened last night – but if for some reason NOW TV wasn’t working on a BT box, a BT customer might assume it’s BT’s product that is the issue rather than NOW.
"I’m guessing that a similar type of thing happened last night which is why there were spikes across so many unrelated companies."
Previous Sky outages, continued
Sky Broadband has gone down multiple times in the past below are a few times the internet provider recently lost service:
- Service problems were also found on January 7, with hundreds of customers reporting issues with their broadband. According to outage tracker Downdetector, almost 800 people were struggling to get online.
- Before that, Sky users said they were experiencing problems on July 21, 2020, in the Yorkshire and Humber area.
- Sky broadband also went down in June that year too, leaving around 10,000 customers in South East London without internet.
Previous Sky outages
Sky Broadband has gone down multiple times in the past below are times the internet provider recently lost service:
- Sky Broadband issues were widely reported over August 20 and 22, with many experiencing lunchtime issues with their internet.
- Thousands of Sky customers reported losing their broadband connections on August 4, according to Downdetector.
- July 28 also saw connection issues for hundreds of people working from home.
Now TV users Make demands for refunds
customers are taking to X, formerly known as , to ask the service for a refund as reports that nearly 7,000 users have reported issues with the service since 10pm BST.
“WiFi refund for this month,” one person to Now’s most recent post.
Another was more polite, : “Can you please fix the wifi outage in the UK thanks.”