topic Re: Service Down in Talk

Service Down

Adalricc — Thu, 20 Mar 2025 11:08:57 GMT

Sky Broadband have left two elderly people (92 and 75) without a working landline for 2 weeks; still neither Sky or Openreach have resolved the problem and there seems to be no escalation path. We are at our wits end trying to get this fault resolved. Can anyone help?

Re: Service Down

Daniel0210 — Thu, 20 Mar 2025 11:15:56 GMT

@Adalricc

If they, or you, have reported it to Sky they will have passed it to Openreach to investigate and fix. What have Sky said is the reason for a delay?

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If they have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, they will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on their Sky account (from 01/04/24 the rates are £9.76 per day).

Re: Service Down

Mark39 — Thu, 20 Mar 2025 11:36:03 GMT

@Adalricc have you, or they spoken to Sky to find out the current situation with regard to the fault they reported?

Re: Service Down

Adalricc — Thu, 20 Mar 2025 15:58:12 GMT

Hi. Yes we have on several occasions. About 7 hours of call including another 2 today. Repeated promises to engage Openreach and rectify the fault. Latest visit is promised for today. I'm pretty sure it won't happen. My hypothesis is that the cabinet has no capacity and an engineer effectively 're-purposed' their line: it's happened before.

Re: Service Down

Mark39 — Thu, 20 Mar 2025 16:53:20 GMT

I'm sorry to hear that. Regrettably there's not really any more we can do to help as you've already been in touch with Sky about it. Openreach should update Sky on next steps overnight following their attendance.