topic Broadband not working for a week ! in Broadband

Broadband not working for a week !

Invisibubble — Fri, 21 Nov 2025 14:10:03 GMT

What is being done to rectify the broken broadband , It's been off for a week and is ruining my work.
I have one of the top best service /speed payment rates .that guarantees non stop service.

I need to claim compensation for this lack of service.
But MOST OF ALL I NEED to be online.

Re: Broadband not working for a week !

Daniel0210 — Fri, 21 Nov 2025 14:14:54 GMT

@Invisibubble
We are customers on here and this is a customer ➡️ customer discussion forum where we try to help other Sky customers. I’m afraid you aren’t communicating with Sky by posting on here.

There is no guaranteed non-stop service.

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 a pole or cabinet has been damaged or 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 not working for a week !

GD1 — Fri, 21 Nov 2025 14:19:44 GMT

@Invisibubble wrote:

What is being done to rectify the broken broadband , It's been off for a week and is ruining my work.
I have one of the top best service /speed payment rates .that guarantees non stop service.

I need to claim compensation for this lack of service.
But MOST OF ALL I NEED to be online.

Nowhere does Sky guarantee a 100% Non Stops service on a domestic service, what makes you think you do?

WFH does not give your service any greater priority as your using a domestic service, if you using a domestic service for Business use that would be against the T&C.s

Unless you pay for a backup service (something Sky does not offer on a domestic service) then I'm afraid outages will happen.

Re: Broadband not working for a week !

TimmyBGood — Fri, 21 Nov 2025 14:47:09 GMT

@Invisibubble wrote:

I have one of the top best service /speed payment rates .that guarantees non stop service.

Absolutely not: that's simply impossible given the topology of the UK network. The closest would be a system with at least duplicate cabled connection over separate circuits provided by two different ISPs on business tariffs, automated failover to cellular (and preferably satellite) plus an independent local power supply for all the associated hardware.

Sky Business Broadband offers cellular failover for an additional monthly subscription: their domestic product never has.