topic Re: No Broadband in Broadband

No Broadband

Steve270 — Sun, 14 Jul 2024 08:29:08 GMT

No Broadband for almost 3 days, I reported online, have called and still no update or contact as to what's happening whatsoever, I work from home, and have no ability to watch any TV as it's all through Stream. It's even more difficult to speak to someone than Virgin was, back with Sky for 2 months and I regret it already.

Re: No Broadband

GD1 — Sun, 14 Jul 2024 08:36:44 GMT

@Steve270 I'm afraid working from home gives the fault finding/resolution no greater priority. The SLA set by Openreach the network operator is 2 working days from the date the fault was reported.

Only Sky can provide any updates the forum is unable to do that.

Re: No Broadband

Steve270 — Sun, 14 Jul 2024 09:31:22 GMT

I was told 72 hrs from reporting and I'd received updates, but nothing and it's now about 65 hours.

Re: No Broadband

TimmyBGood — Sun, 14 Jul 2024 09:45:17 GMT

@Steve270 wrote:

I was told 72 hrs from reporting

Unfortunately that's incorrect: the Openreach target time to fix is two working starting the working day morning after the ISP logs a fault with them. As @GD1 indicates, Openreach doesn't do individual domestic support over weekends.

They report to Ofcom that they meet this target for about 85% of faults.

Realistically domestic broadband subscription rates don't pay for a better response.

Re: No Broadband

Steve270 — Sun, 14 Jul 2024 09:46:52 GMT

That's strange then, I was told 72 hours on the phone and the online report response said the same to me. I wouldn't mind so much if I knew something was being done to sort it, no communication at all indicates that nothing is being done at all and this will just drag on.

Re: No Broadband

TimmyBGood — Sun, 14 Jul 2024 09:49:12 GMT

@Steve270

A fault logged on Friday probably wouldn't get Openreach response until Monday at the earliest.

A fault logged on Thursday might get attention on Friday, but doesn't have to while still potentially meeting the target time.