https://helpforum.sky.com/t5/Broadband/No-broadband/m-p/5148040#M534741 <P><a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4540392">@Tiff5</a>&nbsp;<BR />Sky usually quote 2 WORKING DAYS as a potential fix time due to 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). <BR /><BR /><span class="lia-unicode-emoji" title=":black_small_square:">▪️</span><BR /><BR />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.<BR /><A href="https://www.sky.com/help/articles/auto-compensation" target="_blank">https://www.sky.com/help/articles/auto-compensation</A> <BR /><BR />If you have a total loss of service and it isn’t fixed after two full WORKING days <STRONG>from when Sky are notified of the fault, </STRONG>you will become eligible for it. <BR /><BR /><STRONG>From Ofcom’s website:~</STRONG> <BR />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. <BR /><BR />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)<BR /><BR /><span class="lia-unicode-emoji" title=":white_small_square:">▫️</span>There is no equivalent scheme in place for customers in the Republic of Ireland. <BR /><span class="lia-unicode-emoji" title=":white_small_square:">▫️</span>There is no automatic compensation for TV services affected by a broadband problem. <BR /><span class="lia-unicode-emoji" title=":white_small_square:">▫️</span>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.</P> Sat, 22 Nov 2025 07:15:46 GMT Daniel0210 2025-11-22T07:15:46Z https://helpforum.sky.com/t5/Broadband/No-broadband/m-p/5148034#M534740 <P>My broadband connection has been down for over 3 days and there has been no update even when contacted sky they still don't know a timeframe to when it will be fixed &nbsp;</P> Sat, 22 Nov 2025 06:44:34 GMT https://helpforum.sky.com/t5/Broadband/No-broadband/m-p/5148034#M534740 Tiff5 2025-11-22T06:44:34Z https://helpforum.sky.com/t5/Broadband/No-broadband/m-p/5148040#M534741 <P><a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4540392">@Tiff5</a>&nbsp;<BR />Sky usually quote 2 WORKING DAYS as a potential fix time due to 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). <BR /><BR /><span class="lia-unicode-emoji" title=":black_small_square:">▪️</span><BR /><BR />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.<BR /><A href="https://www.sky.com/help/articles/auto-compensation" target="_blank">https://www.sky.com/help/articles/auto-compensation</A> <BR /><BR />If you have a total loss of service and it isn’t fixed after two full WORKING days <STRONG>from when Sky are notified of the fault, </STRONG>you will become eligible for it. <BR /><BR /><STRONG>From Ofcom’s website:~</STRONG> <BR />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. <BR /><BR />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)<BR /><BR /><span class="lia-unicode-emoji" title=":white_small_square:">▫️</span>There is no equivalent scheme in place for customers in the Republic of Ireland. <BR /><span class="lia-unicode-emoji" title=":white_small_square:">▫️</span>There is no automatic compensation for TV services affected by a broadband problem. <BR /><span class="lia-unicode-emoji" title=":white_small_square:">▫️</span>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.</P> Sat, 22 Nov 2025 07:15:46 GMT https://helpforum.sky.com/t5/Broadband/No-broadband/m-p/5148040#M534741 Daniel0210 2025-11-22T07:15:46Z