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    • 1 Post By BurnIT

    Availability/Down time.

    This is a discussion on Availability/Down time. within the Sky Broadband help forums, part of the Sky Broadband help and support category; Was there a problem with availability on ADSL on Monday 10/4/17 around midnight?? I had serious access problems for about ...

    1. #1
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      Availability/Down time.

      Was there a problem with availability on ADSL on Monday 10/4/17 around midnight??

      I had serious access problems for about an hour.


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      Re: Availability/Down time.

      Dunno, but I have occasionally (once or twice a year) observed an hour or so of downtime between 00:00 and 03:00 which I have considered to be due to network maintenance.

      Incidentally, Sky Broadband had a Fibre broadband incident in the Midlands (which left most of North Worcestershire offline) yesterday from 12:48 to 19:41 due to a fibre cable break (I think at the Sky co-location point in Redditch). Interestingly this was not noticed or reported on any of the popular forums(/fora?), but was flagged on Sky Service Status at 12:56 (with one update at 16:26). Deadmanssnitch pinged me at 19:41 when it came back up and Sky texted me at 21:00 to say the problem was resolved. Only the second (> 1 hour) incident experienced here in almost 10 years on Sky BB...
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      Re: Availability/Down time.

      It would be polite of them to broadcast a message is it is planned - which I thought was likely given the time.

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      Re: Availability/Down time.

      Quote Originally Posted by BurnIT View Post
      It would be polite of them to broadcast a message is it is planned - which I thought was likely given the time.
      No, they never seem to do that.
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      Re: Availability/Down time.

      Good quality customer support!!
      When I was in charge of a nationwide online system back in the last century I had the courtesy to inform all users five minutes before puling it from under them.
      How things have progressed with the advance in technology??!!!
      speedyrite likes this.

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      Re: Availability/Down time.

      Yes very poor really.

      During Monday's 7 hour Sky Fibre outage here, the Sky app for iOS consistently reported (on the "Fix a problem" tab) throughout the incident that "Your Broadband & Talk service looks good today with no issues" and a big green tick. Well, er, no it wasn't!

      The Sky service status page servicestatus.sky.com was a little better in that it reported the problem from 12:56, which was 8 minutes after I got pinged by deadmanssnitch that the connection had gone down (whilst I was out & about). But there was only one update (at 16:26) throughout the whole incident.

      Calling 150 did play a recorded message about 13:45 (when I got back) to indicate that they were aware of a problem affecting my exchange, and offered to send me an SMS text message when the problem was resolved (which they did at 21:00, about 80 minutes after it came back up). I already knew that, of course, because deadmanssnitch had pinged me when the connection came back up!
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      Re: Availability/Down time.

      The MySky app has been good with local planned updates and weather conditions that may affect your sky viewing.
      Worked great in testing and was good with the wintry weather conditions we had earlier in the year.

      The service updates has been around for years and is often populated with issues across the country and local to you.
      https://servicestatus.sky.com

      The sky community did have regular updates in an announcement section, but with the revamp that seems to have gone.

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      Re: Availability/Down time.

      Yes I'm sure the MySky app is good for TV service, but it didn't cover itself in glory on Monday with respect to a Broadband outage covering most of a county of England! Service Status page was much better at covering the incident.
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      Re: Availability/Down time.

      It doesn't help at all when you don't have a mobile computer (as opposed to a phone)
      I have a simple mobile phone to talk to people not a mobile entertainment center.

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      Re: Availability/Down time.

      Quote Originally Posted by BurnIT View Post
      It doesn't help at all when you don't have a mobile computer (as opposed to a phone)
      I have a simple mobile phone to talk to people not a mobile entertainment center.
      Good point.
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