Update: Sky has confirmed that its broadband customers are experiencing trouble getting online today. According to Sky, the problems with its broadband occur when attempting to visit “some websites”. Customer care representatives issued the following statement via the @SkyHelpTeam account on Twitter: “Sky Broadband customers may be experiencing issues when trying to access some websites this morning. We’re investigating this as a priority and we’re sorry for any inconvenience.”
The original story follows below…
Struggling to get online this morning? It’s not just you. Sky Broadband – one of the biggest suppliers in the UK – is experiencing a vast outage that has left thousands of frustrated customers unable to get online. Social media is filled with complaints from Sky Broadband customers, who have been left unable to work from home, access online banking services, send or receive WhatsApp messages, or back up their devices. Unfortunately, there’s no word on what exactly is causing the problems, which appear to impact people across the UK.
NOW, formerly NOW TV, broadband customers are experiencing the same issues, since the company is owned and operated by Sky.
Sky has confirmed that its broadband service is experiencing problems. In an update to its status page, which keeps customers informed about planned downtime or issues with their services, it confirmed: “Online Banking services are currently experiencing technical issues. We are currently investigating the issue.” The confirmation of issues seems to relate to the hundreds of HSBC, TSB, and First Direct customers who are currently unable to login to their mobile or online banking apps.
In a separate post via the @SkyHelpTeam account on Twitter, Sky has confirmed that broadband customers are experiencing issues when attempting to access “some websites”. It’s unclear whether the company has identified the cause of the problem – and whether it’s directly related to the issue around mobile banking listed on its status page. Crucially, the status page has not yet been updated to reflect the issues identified by the @SkyHelpTeam account on social media.
Independent service Down Detector, which monitors the performance of websites and online services by tracking mentions across social media, shows a huge spike in complaints from disgruntled Sky Broadband customers one hour ago. At its peak, more than 1,300 customers voiced complaints about the service every minute.
Using the geolocation data linked with these social media posts, it’s possible to map-out the complaints across the UK. According to Down Detectors, the broadband issues are impacting people across the UK, with the highest concentration in London, Manchester, and Glasgow.
Bafflingly, the issues surrounding Sky Broadband this morning don’t only extend to customers unable to get online with their home Wi-Fi connection… but a number of businesses have also voiced complaints. One business, Gold Solutions Plating, tweeted: “We are experiencing some technical difficulties with our website. The problem seems to be when connected @SkyUK and not when through another provider.” It’s unclear whether this is a separate issue, or connected to the same outage.
Other businesses, like popular website hosting service SquareSpace, has confirmed that its online tools are unavailable to those who use Sky Broadband right now. Some customers had mistakenly believed that SquareSpace itself was suffering with an outage, which the company has denied.
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