topic Re: Storm outage from storm in Broadband

Storm outage from storm

Jayne+Claire — Mon, 27 Jan 2025 07:21:47 GMT

App service checker states known outage but there is no information on when they are likely to restore. Started 24.1.25 8am when electricity went out. That was restore d 25.1.25 9am but still no internet. Phone call made but just recorded message with known issues. An estimate and some details would be appreciated. I wfh and run a business, it's an essential service. I just need some info rather than we are working on it.

Re: Storm outage from storm

Jayne+Claire — Mon, 27 Jan 2025 07:23:19 GMT

Forgot to say I'm in Northern Ireland

Re: Storm outage from storm

Daniel0210 — Mon, 27 Jan 2025 07:25:49 GMT

@Jayne+Claire

We are customers here so can't say how long it'll take and Sky or Openreach won't know either. There will be thousands of faults as a result of the storms. Working from home or using Skys domestic broadband to run a business does not afford a quicker response.

Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, 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 for UK customers.
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).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.