topic Re: No Internet for two days! in Broadband

No Internet for two days!

MWW73 — Tue, 19 Nov 2024 17:43:29 GMT

Woke up yesterday morning with no internet, checked the ONT and a red light ont the LOS. Turned power off too the ONT Box as per Skys troubleshooting steps and plugging back in STILL same red light on ONT Box LOS light. Checked my Sky website and the engineer booking status is "updating" it also says "engineer will be 2-5 days from booking" so that's yesterday which means I won't have internet till Monday a WHOLE WEEK of no internet!!!! Come on Sky this is ABSOLUTE DISGUSTING SERVICE and AWFUL NO CUSTOMER SERVICE!!! As soon as my contracts are up I'm leaving!!!! 🤬🤬🤬🤬🤬

Re: No Internet for two days!

TimmyBGood — Tue, 19 Nov 2024 17:48:21 GMT

@MWW73

A red Loss Of Signal LED indicates a problem with the fibre optic circuit to the address.

The Openreach target time to fix individual domestic broadband faults, for all their ISP clients, is within two working days starting the next working day morning after the subscriber reports an issue to the ISP.

Re: No Internet for two days!

MWW73 — Tue, 19 Nov 2024 17:50:14 GMT

Thank you for that most HELPFULL so fingers crossed our internet is back up by Thursday as it was Monday I made the engineer appointment. Thank you again.

Re: No Internet for two days!

Daniel0210 — Tue, 19 Nov 2024 18:03:19 GMT

@MWW73
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: No Internet for two days!

TimmyBGood — Tue, 19 Nov 2024 18:07:07 GMT

@MWW73 wrote:

fingers crossed our internet is back up by Thursday

Openreach reports to Ofcom that it meets its target for around 85% of faults.