Broadband outage

Aria2 — Sun, 13 Jul 2025 19:33:22 GMT

I haven't had broadband since Thursday, it's now Sunday, the service checker says there's an area outage and it could take a couple days to fix but could be sooner, we're on day 4 I tried calling and went to an ai voice that just said they would fix it as soon as possible and there's nowhere to report it or anything that I can figure out. How do I know I can get compensation if I can't report it and how much longer could it take?

Re: Broadband outage

Daniel0210 — Sun, 13 Jul 2025 19:35:47 GMT

@Aria2
The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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 Ofcom’s website:~
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.

This auto compensation is 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.

topic Broadband outage in Broadband

Broadband outage

Re: Broadband outage