topic Re: No sky in Broadband

No sky

Georgie30 — Sat, 06 Sep 2025 04:27:39 GMT

No sky or broadband.

is anyone else having trouble

Re: No sky

Daniel0210 — Sat, 06 Sep 2025 04:35:10 GMT

Perhaps less likely on a Friday night / Saturday morning but when there are issues between midnight and 7am it's quite possibly going to be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep.

Re: No sky

Georgie30 — Sat, 06 Sep 2025 05:24:52 GMT

No this was before midnight and all I get is that there is a fault in the area and it can take up to two days to fix

when I go on Google and ask if there is a problem with Bournemouth I get the us no problem!

Re: No sky

Daniel0210 — Sat, 06 Sep 2025 06:15:55 GMT

@Georgie30

Others have reported issues in Dorset overnight.
https://helpforum.sky.com/t5/Broadband/Others-with-broadband-outage-in-Dorset/td-p/5077918

Re: No sky

Laurab10 — Sat, 06 Sep 2025 06:20:23 GMT

No WiFi either

Re: No sky

Laurab10 — Sat, 06 Sep 2025 06:22:53 GMT

Also was dropping signal last night for a good few hours spoke to sky and of course... no nothing about a fault anywhere, however everyone complaining about no Internet..

Sky get a grip of the situation

Re: No sky

Disneygang — Sat, 06 Sep 2025 06:27:35 GMT

We are also having issues no servcies since the 4th. It say sthere is an outage in the area and can take upto two days to fix. What is annoying is there is no way to get an update. i.e. are the working on it, estimated completion date, sky only issue or Openreach etc...... Last time it went down was for 5 days.... Not good enough especially when you work from home. It is not hard to provide regualr updates....... or make it easier to talk to someone.

Re: No sky

Daniel0210 — Sat, 06 Sep 2025 06:39:52 GMT

@Disneygang
Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISP’s and Openreach for fixing a fault as Openreach claim to be successful 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.

Re: No sky

Chrisee — Sat, 06 Sep 2025 06:49:12 GMT

@Disneygang unfortunately that is the reality most area outages are in the Openreach network and how long it takes to fix depends on what is wrong. Causes vary but external damage is very common, a car hitting a pole or worse a street cabinet is quite a frequent issue, a digger driver damaging a cable, thieves knicking cable or simply a lightning strike are all unpredictable but take time to sort. A digger at a roadworks site cut off several thousand connections in my town a year or so back for a week and for a few lines taking nearly 2 weeks.

Anyone relying on having an internet connection to earn money is well advised to have a back up plan as while with area outages it normally makes no difference if you have a domestic,business or priority connection as they all get sorted together. However it does if you are unfortunate and get a fault in your own line as domestic faults are only worked on during the working week and normally take a couple of days before an engineer is assigned.

Re: No sky

Disneygang — Sat, 06 Sep 2025 06:56:27 GMT

Whilst I understand the two previous posts, the frustration is the lack of information from Sky. We used to be with Virgin, when they had a fault they would report when the engieer was on way, onsite and estimated completion date and time. It was updated frequently so at least you had some idea. Whereas Sky say nothing other thatntwo days, they dont even mention 2 working days as mentioned in a previous post. 😥

Re: No sky

Daniel0210 — Sat, 06 Sep 2025 07:02:46 GMT

@Disneygang

Virgin would be carrying out their own repairs. Sky and other ISPs who use the Openreach infrastructure solely rely on Openreach for such repairs. OR are not the best or quickest in updating their customers (the ISPs). If they need to dig up a road or pavement to find the fault or effect a repair they also need to obtain the relevant permission from the local authority as well as raising a crew to carry out the work.