topic Re: No internet since Thursday 2 pm in Broadband

No internet since Thursday 2 pm

Max55 — Sat, 07 Jun 2025 15:45:53 GMT

No Internet from Thursday 2pm. Benn reported. Waiting for engeenir. Still no date. Looks like I can't claim anything before 2 working days passed. Which means I can be without Internet for almost a week and not getting anything back. And still have to pay for 1/4 of the month no bering able to use what im paying for. What's wrong with you Sky??? Any advice? Please. It's ridiculous.

Re: No internet since Thursday 2 pm

caesarome — Sat, 07 Jun 2025 15:52:56 GMT

@Max55

If the fault is an external one then Openreach will be the ones that go the location of the fault and they do work at their own speed although 2-3 working days is the usual turnaround to fix such faults so hopefully you will see something happen at the start of next week.

Re: No internet since Thursday 2 pm

Daniel0210 — Sat, 07 Jun 2025 16:09:02 GMT

@Max55 wrote:

Looks like I can't claim anything before 2 working days passed.

@Max55

It's the agreed automatic compensation service level agreement in the UK between ISP’s and Openreach for fixing a fault which 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.

Re: No internet since Thursday 2 pm

Max55 — Sat, 07 Jun 2025 16:28:21 GMT

Hey, thanks for your replay.

We are waiting for Openreach.

When you start to read about compensation more it's not that easy.

Your compensation will start from the third full working day. So, if you told us about the problem on:

Tuesday - you’ll get compensation from Friday.
Friday - you’ll get compensation from:
- Wednesday. Weekends aren't working days.
- Or Thursday if there was a bank holiday on Monday. They aren’t working days.

So, that means I will get compensation from Tuesday if they won't fix it, but I can't claim first 5 days (Thursday-Monday).