topic Re: No Internet in Broadband

No Internet

MichaelCrp5bp — Tue, 22 Apr 2025 13:09:34 GMT

My Internet has been affected by a local outage since Thursday 17th. Apparently engineer has been booked but I still have no service on 22nd. Why is this taking so long to resolve. It is imperative that I have Internet connection

Re: No Internet

GD1 — Tue, 22 Apr 2025 13:21:43 GMT

@MichaelCrp5bp If the fault is external on the network it may take time to lcate the actual issue, regardles of urgency you'll need to wait for Openreach to fix the fault.

Re: No Internet

Daniel0210 — Tue, 22 Apr 2025 13:55:29 GMT

@MichaelCrp5bp
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS. (So Friday 18th and Monday 21st we're bank holidays).

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 Sky are notified 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). There is no equivalent scheme in place for customers in the Republic of Ireland.

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