topic Re: Outage in Hartlepool in Broadband

Outage in Hartlepool

Terry89 — Tue, 05 Nov 2024 09:47:58 GMT

Broadband has not been working since 9pm on the 1st November. An engineer was due to visit but you cancelled the visit due to a known outage. Text message received yesterday at 8am saying the problem will be fixed within 24hrs. The broadband is still not working on the 5th November. When will it be fixed?

Re: Outage in Hartlepool

caesarome — Tue, 05 Nov 2024 10:03:54 GMT

@Terry89

As you are only talking to other Sky customers here what shows here for you as that will be the latest update:

https://www.sky.com/help/servicestatus/your-services/broadband

Re: Outage in Hartlepool

Daniel0210 — Tue, 05 Nov 2024 10:19:02 GMT

@Terry89
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).