No internet

Skygf3ll — Sat, 01 Feb 2025 07:50:18 GMT

I've been without Internet for more than 2 hours. I need to work. Please resolve this soon. Will there be a discount on the charge for each day that I'm without Internet?

Re: No internet

Daniel0210 — Sat, 01 Feb 2025 08:20:25 GMT

@Skygf3ll
If you haven’t done it already use the below link to check to see if there are any outages nearby https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If the service checker is still not telling you that Sky are aware you may need to call them to report it (dial 150 free from your Sky Talk landline).

Any engineer visit that’s required is likely to be delayed due to the disruption from the recent storms.

▪️

Auto Compensation only kicks in when you've had a TOTAL loss of Sky Broadband or Sky Talk.

In the UK 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).

Re: No internet

Dawn+Bee — Sat, 01 Feb 2025 08:26:12 GMT

How do I notify Sky of a fault? the AI and the phone just took me round in circles?

topic No internet in Broadband

No internet

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Re: No internet