topic Re: Broadband outage in Broadband

Broadband outage

asdfga — Tue, 18 Nov 2025 08:05:38 GMT

The broadband is out completely, and the speed test is somehow reporting 55MBPS. I would email this to support, but there is no email, so I'm just recording it here as the first of our three days below the guaranteed minimum.

Re: Broadband outage

TimmyBGood — Tue, 18 Nov 2025 09:25:47 GMT

@asdfga wrote:

I'm just recording it here as the first of our three days below the guaranteed minimum.

Unfortunately a forum post does not do so.

For a complete outage you're claiming against loss of service, not the speed guarantee.

https://www.sky.com/help/articles/auto-compensation

Re: Broadband outage

asdfga — Tue, 18 Nov 2025 09:26:23 GMT

Thank you for clarifying. I see that we'll get compensated automatically following the date we "let them know". Any idea how to do this without an email and if forum posts don't count?

Re: Broadband outage

Daniel0210 — Tue, 18 Nov 2025 09:29:25 GMT

@asdfga wrote:

The broadband is out completely,

@asdfga
If your Sky Talk landline works call Sky by dialling 150.

Sky usually quote 2 WORKING DAYS as a potential fix time as this is the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases. Some repairs take longer, for example when Openreach need to dig the road up (after getting permission from the local council).

▪️

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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️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.

Re: Broadband outage

asdfga — Tue, 18 Nov 2025 09:34:05 GMT

I don't have Sky Talk, or a landline phone. The outage is reported in the app but does not use the word TOTAL, that said, we have no internet connection. Is the fact that it is in the app proof that Sky is aware and the clock is now ticking?

Re: Broadband outage

Daniel0210 — Tue, 18 Nov 2025 09:35:53 GMT

@asdfga

You have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine.

Re: Broadband outage

asdfga — Tue, 18 Nov 2025 09:40:03 GMT

Is the fact that the outage is recorded in the app sufficienct to say that Sky are aware of the outage?