Total broadband loss

MikeMoore1976 — Fri, 23 May 2025 05:58:12 GMT

I lost fibre broadband connection 2 hours after installation. This was on Thursday 15th May 2025. They solved the issue 4 engineers later and 6 days without service. How do I claim compensation for loss of service as I had no internet for 6 days.

Re: Total broadband loss

Daniel0210 — Fri, 23 May 2025 06:59:52 GMT

@MikeMoore1976
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

This 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.

From the Ofcom website:~
So if your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

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 01/04/25 the new rates are £9.98 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.

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