topic Re: Sky outage in Broadband

Sky outage

Kerry651 — Mon, 23 Sep 2024 12:56:45 GMT

Had sky outage since Friday stating my area should only take 3 days yet no contact no wifi no tv and no security at my home. No contact from sky at all any advise

Re: Sky outage

Daniel0210 — Mon, 23 Sep 2024 13:03:43 GMT

@Kerry651

You need to report it to Sky if not already done. Sky pass outages and faults to Openreach to investigate. Sky won't automatically keep you updated. You need to contact Sky periodically to get an update.

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 (from 01/04/24 the rates are £9.76 per day).

Re: Sky outage

Kerry651 — Mon, 23 Sep 2024 13:20:53 GMT

Hi they must know as every time I am trying to call an automated messages comes on stating we are aware of outage fault in area. Asked for text updates. Also raised a complaint and received a response. Not be able to speak to any advisor however

Re: Sky outage

Daniel0210 — Mon, 23 Sep 2024 13:25:17 GMT

@Kerry651 wrote:

Not be able to speak to any advisor however

@Kerry651

A bit early for making a complaint imo because Openreach give a planned fix time of 2 working days which they claim to achieve in 80+% of the time. Your 2 working days ends tomorrow night.

Due to the large ongoing problems with Sky Glass will be why the lines are particularly busy at the moment.

Re: Sky outage

Kerry651 — Mon, 23 Sep 2024 13:28:59 GMT

Ok thanks do you happen to have a direct number I can contact and actually make contact to an advisor please

Re: Sky outage

Daniel0210 — Mon, 23 Sep 2024 13:30:08 GMT

@Kerry651

There is no direct number bypassing the queue.

Re: Sky outage

Kerry651 — Wed, 25 Sep 2024 06:10:26 GMT

Thanks Dan much appreciated sky outage finally sorted came back in yesterday morning. Think that's the worse hardship not having sky Q box only having the 2 pucks