No updates from sky re WiFi issue

m99a — Fri, 21 Nov 2025 12:18:55 GMT

Had no WiFi for two days. Engineer came out yesterday and was very nice but said it was an Open Reach issue.
now left totally in the dark as Open Reach haven't contacted and need to know if this'll be fixed by Monday (or I'll have to travel to meeting rather than doing on MS Team...... train and hotel prices and go up the longer you leave it. I pay Sky, not open reach..... why won't anyone let me know what's happening.

Re: No updates from sky re WiFi issue

Daniel0210 — Fri, 21 Nov 2025 12:26:43 GMT

@m99a

Unless Openreach have updated Sky (which they aren't the best at), Sky won't be able to tell you much. OR won't contact you direct.

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.

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No updates from sky re WiFi issue

Re: No updates from sky re WiFi issue