topic Re: Broadband outage in Broadband

Broadband outage

Scarletgirl12 — Sun, 04 May 2025 09:11:27 GMT

My Sky broadband has been down since 2nd May. The Sky app is advising an outage in my area and they are working on it. Is anyone else having issues? I live in SA15 postcode area. I really need it back up and running as I have health problems and rely heavily on the WiFi to be able to run the technology I need. If anyone can shed some light, I would be grateful. They advise a couple of days but I don't know if it includes the weekend and bank holiday tomorrow.

Re: Broadband outage

GD1 — Sun, 04 May 2025 09:13:14 GMT

@Scarletgirl12 As customers like you we have no insight into when Openreach will fix the fault, no one outside O[enreach would know what the actual issue is.

Re: Broadband outage

TimmyBGood — Sun, 04 May 2025 09:14:54 GMT

@Scarletgirl12 wrote:

They advise a couple of days but I don't know if it includes the weekend and bank holiday tomorrow.

Two working days is the Openreach target, for individual domestic repairs so wouldn't include yesterday, today and tomorrow. The Friday before a Bank Holiday weekend is just a really unfortunate time for a fault.

Re: Broadband outage

Daniel0210 — Sun, 04 May 2025 09:59:14 GMT

@Scarletgirl12
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (current rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

Edited to reflect new daily rates.

Re: Broadband outage

Scarletgirl12 — Sun, 04 May 2025 09:39:19 GMT

Thank you so much for your reply 😊 Hopefully by Wednesday it'll be fixed.

Re: Broadband outage

Scarletgirl12 — Sun, 04 May 2025 09:44:02 GMT

Hello. That info is really helpful. Thank you so much for your reply. I guess I'm looking at Wednesday for a fix - hopefully. It tricky for me as I have so many things at home which make my life manageable and easier. I'm not tech savvy at all! 😂 I wish I was to be honest. I didn't know about the compensation if it doesn't get resolved in a certain timeframe. I've been waiting for an upgrade to my Sky broadband but there's been a delay since March as there is external works needed which is taking longer than they first anticipated. I'll definitely be glad just to have a fully working system again. Really appreciate your advice and help 😊

Re: Broadband outage

Jack_Dee — Tue, 07 Oct 2025 16:27:21 GMT

Hi Scarlet (Wonder why you picked that name in SA15), I am in SA14, and have exactly the same problem!!

We also have a power outage tomorrow to improve power service, nothing wrong with what we had!!