Broadband down since Saturday

Johndw — Thu, 17 Jul 2025 09:09:28 GMT

I reported our broadband was not working on Saturday 12th July, open reach order was raised but still no date for engineer action, and Sky Help phone line has no further info to offer.

Re: Broadband down since Saturday

caesarome — Thu, 17 Jul 2025 09:26:09 GMT

@Johndw

Usually Openreach aim to respond within 2 working days so you will have to keep trying to contact Sky if nothing shows here for you:

https://www.sky.com/ordertracking

Re: Broadband down since Saturday

Daniel0210 — Thu, 17 Jul 2025 10:01:21 GMT

@Johndw
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.

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