topic Re: Outage again 😬 in Broadband

Outage again 😬

Bea27 — Wed, 23 Jul 2025 15:16:35 GMT

Outage again around Forest Hill area 😬 Third time in 5 days. Not happy 😬

Re: Outage again 😬

caesarome — Wed, 23 Jul 2025 15:19:24 GMT

@Bea27

The first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

Re: Outage again 😬

Bea27 — Wed, 23 Jul 2025 15:21:54 GMT

Hi, I did the service check and it says there is an outage in my area. I don't have WiFi again 😬

Re: Outage again 😬

caesarome — Wed, 23 Jul 2025 15:35:19 GMT

Then I'm afraid you will be waiting for Openreach to go to the location of the fault to fix it, usually they aim to do this within 2 working days of it first being reported.

Re: Outage again 😬

Daniel0210 — Wed, 23 Jul 2025 16:24:36 GMT

@Bea27
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.