Is Sky Broadband still down? Latest on internet outage, which areas of the UK are affected and who to contact

After thousands of people across the UK found themselves without internet access earlier in the month, Sky broadband customers are once again facing issues.

This is what you need to know.

What’s going on?

At 1:04pm on Thursday 16 September, the Sky Help Team Twitter account wrote: “NEW: East and Central Scotland. We are investigating an issue with Sky Broadband and Talk affecting some customers in East and Central Scotland. We are sorry for any inconvenience this is causing.”

According to Down Detector, the locations in Scotland with the most reported problems include Glasgow, Falkirk and Edinburgh.

The Edinburgh City Council Help Twitter account wrote: “Some of our homeworkers are currently impacted by the Sky broadband issue impacting Central Scotland. We apologise in advance if you experience longer wait times than usual.”

What happened earlier in September?

Sky Broadband users were first hit across the country on Wednesday (1 Sep) evening, with issues continuing into Thursday.

It appeared that the problem is linked to a large outage that impacted customers from 7pm last night.

According to Down Detector at the time, there had been thousands of reports of Sky outages across the UK, with the most reported locations being London, Bristol, Gloucester, Edgware, City of Westminster, Manchester, Surbiton, Fulham and Hackney.

Of the problems reported, 98 per cent were to do with the internet, one per cent to do with TV and the other one per cent to do with a total blackout.

At its peak, around 2,329 Sky customers were logging their concerns about their broadband.

At 6:44pm on Thursday (2 September), the Sky Help Team tweeted: “RESOLVED: South East England, Leicester and Wales.

“The majority of Sky customers impacted by the intermittent issues with Broadband and Talk should now have their service restored. We’re sorry for the inconvenience this has caused.”

What have people said online?

Frustrated Sky customers took to Twitter to air their annoyances while the outage continued.

One person wrote: “When Sky works, it’s the best internet. But why is it constantly f***ing going down.”

Another wrote: “Sky still ain’t fixed the internet after like 5 hours, they best come pay me back for the amount of data I’ve been using because of them!”

“Absolute disgrace with Sky again, no internet, can’t get through as usual, unhelpful phone line service, can’t even access the webpage, useless #SkyBroadband,” tweeted another.

Replying to a tweet from the Sky Help Team which said “goodnight everyone and sweet dreams”, one person added: “Yeah, not very happy with your tweet considering I have an autistic son without internet, a mother in New Zealand I can’t get hold of and a slither of hope I can get online to work tomorrow, but yeah… sweet dreams! Tactful tweet there!”

Who can I contact?

If you’re having difficulties with your broadband and want to speak to someone at Sky, you can ring 03337592346.

You should be aware that the Sky website states: “Wait times may be longer than normal due to social distancing in our contact centres, but be assured we’re prioritising calls from customers who’ve already been online.”

If you want to make a complaint about Sky, you can do so via the Sky website, either calling, writing, emailing or messaging the customer service team.

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