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Update: Services back online for Sky telephone and broadband customers

18:39 04 May 2014

Users are thought to have been disconnected since last night, with homes and businesses facing a communications blackout today.

Users are thought to have been disconnected since last night, with homes and businesses facing a communications blackout today.

Sky phone and broadband customers are back online after hours of disruption.


Customers across east Suffolk and Essex have been left without services since yesterday evening due to essential network maintenance overrunning.

People in Ipswich began reporting an end to the blackout at around 3pm this afternoon, with Sky posting an update at around 4.30pm saying all services were now back online.

A statement said: “We’re aware that customers in Essex (including: Basildon, Braintree, Chelmsford, Leigh on Sea, Maldon and Southend) were experiencing a loss of their Sky Broadband and Sky Talk services today. We’re pleased to confirm the issue has been resolved.

“We’re very sorry for any inconvenience caused.”

A Sky spokeswoman said the company does not give out details of the exact numbers of customers affected.

She added: “Some customers may still experience some instability while we work to fully restore the network. We’re very sorry for any inconvenience caused.”
Problems have reportedly affected customers in East Anglia, south-east England and northern Scotland, although services resumed in Scotland at around lunchtime.

Work is progressing in efforts to get hundreds of people without Sky broadband and telephone services back online.

Users are thought to have been disconnected since last night, with homes and businesses facing a communications blackout today.

A statement on Sky Help & Support Latest News said: “Over-running of essential planned network maintenance is causing a loss of broadband and talk services in Essex (including: Basildon, Braintree, Chelmsford, Leigh on Sea, Maldon and Southend).

“Our engineers have been on-site since early this morning, carrying out investigation work. They’ve recently confirmed that the problem has been isolated and are working hard to resolve the issue.

“We’re sorry for any inconvenience caused.”

Customers in Ipswich have also reported problems, although those in the west of the county appear to be unaffected.

A company spokeswoman refused to confirm the exact numbers affected by the blackout, but said in a statement: “We are sorry that customers some parts of the Anglian region are currently experiencing a loss of their broadband and talk services.

“Our engineers recently confirmed that the problem has been identified and are working hard to resolve issue For any further updates customers should check our Service Status page at sky.com.”

People have vented their concerns over the loss of signal on Twitter.

IpswichComputerSvcs tweeted: “There is currently a large broadband outage affecting Sky Talk and Sky Broadband users including East Anglia and much of the south.”

Mark Hooker tweeted: “Sky Broadband outage since half midnight last night apparently affecting whole of East Anglia.”

Claire Marie Prime tweeted: “No sky broadband in East Anglia. #darkages.”

YourSouthend tweeted: “Sky Broadband customers in Southend and surrounding area are currently experiencing a loss of service. Sky say they are working hard to fix.”

Teresa Cooper Author tweeted: “Many areas in east Anglia have a total sky broadband, phone and tv outage since last night. Im told we R in for a long wait before its fixed.”

Dan Haley tweeted: “#skybroadband seems to be down for Essex, reports so far of Chelmsford, Braintree, Maldon and Southend. I have no phone line either.”

MarkTweeted said on Twitter: “So the general consensus is that Sky Broadband has gone down across Essex. Marvellous.”



  • Makes me laugh, I am with Sky, I had a very helpful conversation at 9.20 by someone who explained what had happened in the South East. Love it when people say about moving to Virgin and such like... Er Virgin have had major outages in the past affecting their all of their services, it happens. There is more to life than the internet. Reading forums last night and people saying their kids were bored, couldn't get online etc... sad. What did we do before the internet??? That's right we talked to each other instead of texting; we played outside instead of online. All I can say is... get a life.

    Report this comment

    Simon Betts

    Monday, May 5, 2014

  • People ACTUALLY trust one of Rupert Murdoch's companies to provide their connectivity??? The world really HAS gone mad.

    Report this comment


    Monday, May 5, 2014

  • it is 9.45pm and still dont have a phone line but have broadband and no one (sky) will answer my questions

    Report this comment


    Sunday, May 4, 2014

  • Neil Your comments are not for virgin, their system is independent from BT fortunately.

    Report this comment


    Sunday, May 4, 2014

  • Still off in East Ipswich. Helpful advice from Sky Customer Service is I need to check online as they can't update over phone due to scale of outage. Have had to come find free wifi at fast food outlet to get work email.

    Report this comment


    Sunday, May 4, 2014

  • i find it funny thats its back on when its NOT we still dont have our phone lines and our broadband keep going off sort the problem out we need our phone line OR WE WILL GO TO VIRGIN

    Report this comment


    Sunday, May 4, 2014

  • If it was an issue with the local network connected from the green boxes the problem would affect BT customers and all those connected to the box, sky, talk talk etc. Sounds like sky have screwed up their central bit that manages their customers rather than the fault of anyone else.

    Report this comment


    Sunday, May 4, 2014

  • Let us clarify something... Those green connection boxes on the corner of the street are owned by 'BT', the exchange box inside those 'boxes' are owned by BT... the providers like SKY, VIRGIN, TALKTALK.. have to rent the 'circuit' that they run their lines from.. that is why we have to pay 'line rental'. If those boxes fail for whatever reason.. it is not SKY, VIRGIN or even TALKTALK fault entirely... it is down to BT OPENZONE to find the fault and fix it, since it is BT that own the boxes.

    Report this comment

    Neil Nield

    Sunday, May 4, 2014

  • we r back on not b 4 time

    Report this comment


    Sunday, May 4, 2014

  • In the wonderful deregulated communications industry, the Tories made it possible for any dubious media corporation to set itself up as an internet service provider, telephony vendor and lowest common denominator broadcaster. All the Tory-defecting UKIP huggers can congratulate themselves on the pickle they're in as they are unable to post snide comments in online forums or wallow in British Got X-Factory or repeats of The Simpsons over the Bank Holiday weekend.

    Report this comment

    bigger niche

    Sunday, May 4, 2014

  • Mine crashed late last night and is till off. I have called sky today and there is no person to comment on the issue, just a recording stating 'we are aware of a major issue in the south east and east Anglian region, our engineers are on site at the moment trying to rectify the problem'. Great, how about a bit more info please. They must know by now what's up, how about informing your paying customers of when they might expect to receive the service they pay for.

    Report this comment

    Lee Davies

    Sunday, May 4, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

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