Internet is down

Jennerr. — Fri, 26 Jul 2024 12:10:42 GMT

Hi, my sky has not been working for 6 days. I have tried troubleshooting and re setting but the internet is down. I have paid bills & think an engineer will need to come out.

Re: Internet is down

Daniel0210 — Fri, 26 Jul 2024 12:15:39 GMT

@Jennerr.

We are fellow customers on here so you’re not contacting Sky Customer Services by posting on the forum. You can't arrange an engineer via the forum. Billing continues during a fault or outage but see the below link which 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).

So although you state it's been down for six days, if you report it today your compensation won't kick in until next Wednesday if it's still down.

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Internet is down

Re: Internet is down