topic Re: Outage area in Broadband

Outage area

RodionG — Fri, 21 Nov 2025 15:13:18 GMT

Hi everyone!

Since yesterday morning my modem has been showing a red light, and rebooting doesn’t help. The website says there’s an outage registered at my address.

Has anyone dealt with something like this?

It’s been a day and a half, and I haven’t seen any Sky engineers working on it or any change in the connection status.

Re: Outage area

Daniel0210 — Fri, 21 Nov 2025 15:18:55 GMT

@RodionG wrote:

Since yesterday morning

@RodionG

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in about 85+% of cases.

If the outage only affects your address Openreach won't be working on it over a weekend.

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: Outage area

deacat — Fri, 21 Nov 2025 19:14:12 GMT

Hi - I am also experiencing the same outage issue since yesterday morning (so almost two days now), and I also have not seen any engineers in the area to fix it. I'm hoping Sky will provide an update, as the service checker page does not give any detail on progress to fixing it.

Re: Outage area

TimmyBGood — Fri, 21 Nov 2025 19:35:14 GMT

@RodionG wrote:

It’s been a day and a half, and I haven’t seen any Sky engineers working on it

By definition Sky personnel don't work on resolving area outages: that's the remit of the national network maintainer (Openreach in the UK)