topic Re: 14 day no internet since storm eowyn. in Broadband

14 day no internet since storm eowyn.

Louise227 — Thu, 06 Feb 2025 23:31:08 GMT

Since storm eowyn knocked out our Internet 13 days ago. We still have not received Internet signal or tv back. Iv rang about 5 times for updates and just told I'm simply in a queue. My livelihood is based off of working at home and now I can't fullfill my job. I didnt mind a few days given tge servity your teams were under but 14 days is now taking advantage. My mental health and stress levels are through the roof, from undue pressure of working from hotspotting my phone to try and work from patchy coverage. This is not sufficient and needs to be resolved

I would appreciate a clear timeline from when the Internet will be restored and adhered too, not just a let's respond, tick box exercise

Re: 14 day no internet since storm eowyn.

GD1 — Fri, 07 Feb 2025 08:49:09 GMT

@Louise227 If the outage is due to the storms no one here or at Sky can give you any timelines as it's down to Openreach and given they will have 1000's if faults to locate and rectify they won't give any timescales either.

I'm afraid working from home doesn't give you or your service any greater priority over anyone else.

The sad fact is until OR resolve all outages no ISP who uses tham can tell you anything other that it's being worked on.

Re: 14 day no internet since storm eowyn.

TimmyBGood — Fri, 07 Feb 2025 08:51:03 GMT

@Louise227 wrote:

I would appreciate a clear timeline from when the Internet will be restored and adhered too, not just a let's respond, tick box exercise

Sky and other ISPs don't repair storm damage: that's the remit of Openreach in the UK and their equivalent in RoI. National network ISPs only have the information which the network maintainer provides, and cannot demand resolution or even timescales.

Re: 14 day no internet since storm eowyn.

Daniel0210 — Fri, 07 Feb 2025 11:08:26 GMT

@Louise227
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).