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Mobile banking outages blamed on Sky broadband glitch

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Written by: Emma Lunn
20/08/2021
Sky has taken responsibility for thousands of people being unable to logon to mobile banking apps this morning.

Bank customers have been reporting issues with mobile banking apps to outage monitoring website Downdetector since early this morning. The website showed a surge in reported issues at Santander, HSBC, TSB, First Direct, Natwest, Co-op Bank, RBS and Halifax.

Several banks used social media to suggest customers logged on to mobile apps using mobile data instead of wi-fi.

This advice made sense when Sky eventually admitted the issue wasn’t due to the banks after all – it was down to Sky.

A Sky spokesperson said: “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.”

Both Lloyds and HSBC have confirmed that their mobile apps are working fine. Lloyds blamed the issue on Sky broadband.

An HSBC spokesperson said: “A third party issue is impacting some customers’ ability to access the HSBC UK mobile app. The app itself is working as it should. We advise customers to access online banking via desktop, which is not impacted, until the issue is resolved. Customers may also wish to try use their banking app using mobile data to connect, bearing in mind their mobile data allowances and usage.”

According to Downdetector, Sky broadband customers started reporting issues in the early hours of this morning. But complaints surged from 7am onwards, peaking with 1,376 reports by 9.16am.

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