topic Re: Outage since yesterday in Broadband

Outage since yesterday

Hamdiye — Fri, 19 Jan 2024 09:05:01 GMT

Internet down since yesterday. It says there is a outage in your area. Does this mean all the people connected to the cabinet is affected or is it just me. And I wonder how long is going to take to fix it.

Moderator note: Changed title to reflect topic more.

Re: Internet down

Daniel0210 — Thu, 18 Jan 2024 06:30:27 GMT

@Hamdiye

As customers we can't tell you how many customers are affected or when it's likely to be fixed unfortunately. I suggest you report it to Sky when you can.

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.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you first report the fault to Sky, you 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 your Sky account.

Re: Outage since yesterday

Hamdiye — Wed, 24 Jan 2024 13:07:32 GMT

Up date on this it's still not fixed. its being seven days now. Sky knows there is a outage.

Would also like to ask can you cancel sky online. I'm out of contract.

Re: Outage since yesterday

Daniel0210 — Wed, 24 Jan 2024 13:31:00 GMT

@Hamdiye wrote:

Would also like to ask can you cancel sky online. I'm out of contract.

@Hamdiye
To cancel Sky Broadband and Sky Talk totally, or if you’re moving to a provider like Virgin Media or City Fibre etc who don’t use the Openreach set up, you'll have to contact Sky and give the required notice of 14 days. This link may help https://www.sky.com/help/articles/cancel-sky-broadband

If you are changing to another provider who also uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf. Be aware cancelling/moving now will just move the faul

Return packaging will be sent out to you near the end of the notice period(s). Remember to keep any proof of posting indefinitely.

Re: Outage since yesterday

Chrisee — Wed, 24 Jan 2024 13:44:03 GMT

@Hamdiye changing ISP will take time normally at least 2 weeks and if switching to another supplier who also uses Openreach the line issue moves with you. It is frustrating when a line is down but you are due compensation see Customer Auto-Compensation | Sky Help | Sky.com

Re: Outage since yesterday

Hamdiye — Wed, 24 Jan 2024 18:14:33 GMT

Guys when it says there is a outage in your area exactly where it is if any of you know. I know it's not the cabinet because no one is working on it.

Re: Outage since yesterday

daveNOS — Wed, 24 Jan 2024 19:23:07 GMT

@Hamdiye It depends on the scale of the outage, if no one has been working on the cabinet then it may well be the fault is within the exchange.

Re: Outage since yesterday

Daniel0210 — Wed, 24 Jan 2024 19:29:32 GMT

@Hamdiye

If Openreach are going to have to dig up the road or pavement they'll have to obtain the relevant permission from the local authority.

Re: Outage since yesterday

Hamdiye — Wed, 24 Jan 2024 20:41:07 GMT

OK guys thanks for the info. Since sky don't know when it will be fixed. Got to make my mind up. Go with virgin which I find their price is high or go with commutiy fibre with non customer support and but on cgnat which is not good for gaming.

Re: Outage since yesterday

Sopoppie — Tue, 09 Jul 2024 09:08:25 GMT

Ours is down completely since yesterday too. There are no updates except to say it's down in our area.

Sky you need better communication with your customers! Vague statements are not useful when we all rely in our broadband for so much now.

Updates please and explanations.

Re: Outage since yesterday

Daniel0210 — Tue, 09 Jul 2024 09:11:54 GMT

@Sopoppie
This is a customer helps customer forum so you’re not contacting Sky Customer Services by posting on here. Sky can only provide information that Openreach give them. That is something Openreach are somewhat poor at.

iIts unrealistic to expect Sky, or any isp, to be able to update individual customers in a certain area. They won't know who is being affected.

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.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you 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 your Sky account (new rates apply from 01/04/24 of £9.76 per day).