topic Re: Outage in NE area in Broadband

Outage in NE area

TC02 — Tue, 19 Mar 2024 21:19:58 GMT

How long does it last? Been without broadband for a good few hours now.

Re: Outage in NE area

MarkGoldsmith — Tue, 19 Mar 2024 22:56:45 GMT

@TC02 wrote:
How long does it last? Been without broadband for a good few hours now.

No one of this forum will know that as this is a community forum of other Sky customers.

What you need to do when you have a broadband outage is to phone Sky and report it to them. From the moment it is reported by you, they have 48 hours to resolve the issue before you would be entitled to compensation. The key thing to note is that the 48 hours doesn't start from the moment of the outage, its the moment you report it.

This page has the full information on the compensation scheme that Sky have subscribed to https://www.sky.com/help/articles/auto-compensation

Re: Outage in NE area

Daniel0210 — Wed, 20 Mar 2024 05:26:57 GMT

@TC02

If it's still down this morning you can run the broadband test. You can do this via the Sky app using mobile data or use thus link
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic
If it discloses an external fault it should enable you to book an engineer.

Re: Outage in NE area

TC02 — Wed, 20 Mar 2024 06:10:58 GMT

Thanks. Still off this morning with the same - outage in area. Thought it would only be for a few hours. So annoying 😡.

Re: Outage in NE area

Daniel0210 — Wed, 20 Mar 2024 06:20:08 GMT

@TC02

Okay, with regards to auto compensation if it's down for the required period for it to kick in it is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.