topic Re: Broadband still down in Broadband

Broadband still down

Adrian861 — Fri, 19 Sep 2025 07:49:53 GMT

Broadband is still down despite having open reach attend yesterday

Re: Broadband still down

GD1 — Fri, 19 Sep 2025 07:54:46 GMT

@Adrian861 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.

Re: Broadband still down

Adrian861 — Fri, 19 Sep 2025 08:08:56 GMT

Thank you, I hadn't realised this was a community post. I now have another appointment for open reach to attend. The problem is external to the property and there are ongoing issues in the area.

Re: Broadband still down

Daniel0210 — Fri, 19 Sep 2025 09:36:06 GMT

@Adrian861
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.

Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.