topic Outage in my area. in Broadband

Outage in my area.

Tangeh — Mon, 10 Feb 2025 12:09:56 GMT

Ok I know outages happen & can take a while to fix but the length with SKY seems to be ridiculously long. Getting a message telling me that it could take up to 2 days is really not good in this day & age.
This has happened to me quite a few times & I am house & wheelchair bound so it's not like I can do other things. I have never received any form of discount as the time over the last few years has probably amounted to almost a week of non service that I am paying for.
There are no updates, not from social media platforms, texts or emails. It's extremely frustrating.
The last outage was only a few months ago which lasted nearly an entire day & as far as I'm aware now it has been over 12 hours since it began & yes I'm incredibly frustrated because there have been no updates. That's all I want, an update thoughout is just enough to keep my frustration at bay.
I don’t want a refund, I don't want to leave as starting with a new company at my age just isn't worth it. All I would like are regular updates.
Please keep this in mind.

Re: Outage in my area.

Daniel0210 — Mon, 10 Feb 2025 12:23:03 GMT

@Tangeh
This is a customer helps customer forum and you aren’t contacting Sky Customer Services on here. You will need to initiate contact with Sky to see if they've had any updates from Openreach.

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). As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

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