Sky Mobile down – live: Phone network suffers mass outages as investigation underway

Sky Mobile appears to have suffered a major outage, with thousands of users saying their mobile internet appears to be down.

Online outage monitor Downdetector registered thousands of user reports about issues with Sky and O2 services on Tuesday afternoon.

The issue appeared to begin just after 2pm, with both mobile networks going down simultaneously.

Customers took to Twitter and other social media platforms to complain about the problems.

Hundreds of O2 customers were reporting outages, but the network has now confirmed that was linked to users not being able to reach Sky Mobile customers.

Posting to Twitter on Tuesday afternoon, the Sky Help Team said it was investigating the issue.

A spokesperson for Virgin Mobile O2 said: “We’re aware of the issue that is impacting Sky Mobile customers. Whilst they use the O2 network, this issue is impacting Sky Mobile services only and our network is working as usual.”

Key Points

• Sky Mobile go down for users in massive outage

• Sky Mobile outage: Can I get my money back?

• Where are the Sky Mobile outages concentrated?

Sky still working to fix mobile outages

11:04 , Matt Mathers

Sky Mobile is still working to resolve issues with its service after thousands of people reported outages on Tuesday.

In a post on Twitter, the network said “our teams are aware of issues with Sky Mobile services.

“We don’t have a timeframe at the moment but teams are working to resolve the issues ASAP”.

Sky Mobile outage: Can I get my money back?

10:11 , Matt Mathers

So, is it possible to receive a refund if you have experienced outages?

Yes, but the level of compensation and how you can claim it depends on the problem.

In April 2021, Ofcom introduced a piece of legislation called the Automatic Compensation Scheme, which entitles both broadband and landline customers from selected providers to money back if they do experience outages.

Eleanor Noyce reports.

Customers still experiencing issues on Wednesday

07:04 , Matt Mathers

Sky customers were still experiencing issues with the service on Wednesday following a major outage yesterday.

Some 152 users reported having problems with the provider at 6.30am this morning, according to the Downdetector website.

Around 87 per cent of these were in relation to Sky’s mobile service, 12 per cent about its internet and 1 per about TV.

Sky Mobile outage: Can I get my money back?

06:00 , Joe Middleton

Following complaints about major outages from Sky Mobile customers, the company has launched an investigation into the causes of the issue.

The problem seemed to begin around 2pm on Tuesday afternoon, with both Sky and O2 services receiving thousands of user reports via online outage monitor Downdetector.

As customers took to social media to voice their concerns, the Sky Help Team confirmed that it was looking into the issue. O2 outages have since been linked to users being unable to reach Sky Mobile customers, rather than a specific problem with the O2 network itself.

Sky Mobile outage: Can I get my money back?

ICYMI: Sky Mobile hit by massive outage

05:00 , Joe Middleton

Sky Mobile has suffered a major outage, with users saying they are unable to connect to mobile internet.

Online outage monitor Downdetector registered thousands of user reports about issues with Sky Mobile on Tuesday afternoon.

The issue appeared to begin just after 2pm, with both mobile networks going down simultaneously.

Sky Mobile hit by massive outage

Where are the Sky Mobile outages concentrated?

04:00 , Joe Middleton

Sky Mobile customer complaints appear to be centred in London, Manchester and Glasgow.

Downdetector’s latest outage map also shows customers in Cardiff, Birmingham and Nottingham are wrangling with connectivity issues.

Sky Mobile outage: Can I get my money back?

03:00 , Joe Middleton

Following complaints about major outages from Sky Mobile customers, the company has launched an investigation into the causes of the issue.

The problem seemed to begin around 2pm on Tuesday afternoon, with both Sky and O2 services receiving thousands of user reports via online outage monitor Downdetector.

As customers took to social media to voice their concerns, the Sky Help Team confirmed that it was looking into the issue. O2 outages have since been linked to users being unable to reach Sky Mobile customers, rather than a specific problem with the O2 network itself.

Sky Mobile outage: Can I get my money back?

Statement from Sky on the outage issues

02:00 , Joe Middleton

ICYMI: Sky Mobile hit by massive outage

01:00 , Joe Middleton

Sky Mobile has suffered a major outage, with users saying they are unable to connect to mobile internet.

Online outage monitor Downdetector registered thousands of user reports about issues with Sky Mobile on Tuesday afternoon.

The issue appeared to begin just after 2pm, with both mobile networks going down simultaneously.

Sky Mobile hit by massive outage

Where are the Sky Mobile outages concentrated?

Tuesday 16 May 2023 23:59 , Joe Middleton

Sky Mobile customer complaints appear to be centred in London, Manchester and Glasgow.

Downdetector’s latest outage map also shows customers in Cardiff, Birmingham and Nottingham are wrangling with connectivity issues.

Sky Mobile outage: Can I get my money back?

Tuesday 16 May 2023 23:07 , Joe Middleton

Following complaints about major outages from Sky Mobile customers, the company has launched an investigation into the causes of the issue.

The problem seemed to begin around 2pm on Tuesday afternoon, with both Sky and O2 services receiving thousands of user reports via online outage monitor Downdetector.

As customers took to social media to voice their concerns, the Sky Help Team confirmed that it was looking into the issue. O2 outages have since been linked to users being unable to reach Sky Mobile customers, rather than a specific problem with the O2 network itself.

Sky Mobile outage: Can I get my money back?

ICYMI: Sky Mobile hit by massive outage

Tuesday 16 May 2023 22:07 , Joe Middleton

Sky Mobile has suffered a major outage, with users saying they are unable to connect to mobile internet.

Online outage monitor Downdetector registered thousands of user reports about issues with Sky Mobile on Tuesday afternoon.

The issue appeared to begin just after 2pm, with both mobile networks going down simultaneously.

Sky Mobile hit by massive outage

Customers frustrated as Sky mobile services still faulty

Tuesday 16 May 2023 21:07 , Joe Middleton

Hours after an issue was first identified customers are becoming frustrated that Sky mobile services are still not fully operational.

There has been no official comment from Sky on the issue since a tweet six hours ago.

However customers are still complaining about the issues which are preventing them making phone calls or text messages.

Latest customer service update from Giffgaff

Tuesday 16 May 2023 20:24 , Joe Middleton

A statement on the company’s community page, says:

Good Evening All

Thank you for your patience whilst this issue is being investigated. The engineers have identified the issue and are in the process of rolling out a fix.

Some members may have already seen an improvement to their service, though it may take some time for full service to be restored.

RegardsGuy

ICYMI: Sky Mobile hit by massive outage

Tuesday 16 May 2023 19:40 , Joe Middleton

Sky Mobile has suffered a major outage, with users saying they are unable to connect to mobile internet.

Online outage monitor Downdetector registered thousands of user reports about issues with Sky Mobile on Tuesday afternoon.

The issue appeared to begin just after 2pm, with both mobile networks going down simultaneously.

Sky Mobile hit by massive outage

Sky Mobile outage: Can I get my money back?

Tuesday 16 May 2023 19:19 , Joe Middleton

Following complaints about major outages from Sky Mobile customers, the company has launched an investigation into the causes of the issue.

The problem seemed to begin around 2pm on Tuesday afternoon, with both Sky and O2 services receiving thousands of user reports via online outage monitor Downdetector.

As customers took to social media to voice their concerns, the Sky Help Team confirmed that it was looking into the issue. O2 outages have since been linked to users being unable to reach Sky Mobile customers, rather than a specific problem with the O2 network itself.

Eleanor Noyce explains.

Sky Mobile outage: Can I get my money back?

Where are the Sky Mobile outages concentrated?

Tuesday 16 May 2023 19:01 , Joe Middleton

Sky Mobile customer complaints appear to be centred in London, Manchester and Glasgow.

Downdetector’s latest outage map also shows customers in Edinburgh, Cardiff and Birmingham are wrangling with connectivity issues.

Giff gaff investigating service problems

Tuesday 16 May 2023 18:31 , Joe Middleton

An update on the service from the company said: “We’ve just been informed that some members may also be experiencing intermittent issue with their mobile data.

“The engineers are currently still investigating these issues and as soon as we know more we will update this thread.

“We again apologise for any inconvenience this may cause.”

Sky mobile customers still reporting problems

Tuesday 16 May 2023 17:56 , Joe Middleton

Hours after the issue first started Sky mobile customers are still reporting problems with the service.

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Tuesday 16 May 2023 17:43 , Joe Middleton

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Statement from Sky

Tuesday 16 May 2023 17:15 , Joe Middleton

Customers using Three, Giffgaff and EE reporting issues

Tuesday 16 May 2023 16:50 , Joe Middleton

Customers using other providers such as Three, Giffgaff and EE are also reporting problems with their service.

Update from O2

Tuesday 16 May 2023 16:01 , Emily Atkinson

Hundreds of O2 customers were reporting outages, but the network has now confirmed to The Independent that was linked to users not being able to reach Sky Mobile customers.

A spokesperson for Virgin Mobile O2 said: “We’re aware of the issue that is impacting Sky Mobile customers. Whilst they use the O2 network, this issue is impacting Sky Mobile services only and our network is working as usual.”

Where are the Sky Mobile outages concentrated?

Tuesday 16 May 2023 15:55 , Emily Atkinson

Sky Mobile customer complaints appear to be centred in London, Manchester and Glasgow.

Downdetector’s latest outage map also shows customers in Edinburgh, Cardiff and Birmingham are wrangling with connectivity issues.

Where are the O2 outages concentrated?

Tuesday 16 May 2023 15:40 , Emily Atkinson

O2 customers in London, Falmouth and Manchester appear to be suffering the lion’s share of the outages, Downdetector reports show.

This heat map shows where user-submitted problem reports are concentrated over the past 24 hours:

When did the outage begin?

Tuesday 16 May 2023 15:22 , Emily Atkinson

The issues for O2 and Sky Mobile customers began just after 2pm, with both mobile networks going down simultaneously, according to Downdetector.

The Sky Help Team said on Twitter it was investigating the outage reports, with user complaints centred in London, Manchester and Glasgow.

The majority of issue reports for O2 are likewise concentrated in London, while outages also appear to be widespread in Falmouth.

O2 and Sky Mobile go down for users in massive outage

Tuesday 16 May 2023 15:09 , Emily Atkinson

Sky Mobile and O2 appear to have suffered a major outage, with users saying they are unable to connect to mobile internet.

Online outage monitor Downdetector registered thousands of user reports about issues with Sky and O2 services on Tuesday afternoon.

The issue appeared to begin just after 2pm, with both mobile networks going down simultaneously.

Customers took to Twitter and other social media platforms to complain about the problems.

Anthony Cuthbertson reports:

O2 and Sky Mobile hit by massive outage