topic Broadband outage in Broadband

Broadband outage

ProfJA — Tue, 02 Dec 2025 09:36:28 GMT

At Lytham St annes the Broadband outage has lasted 10 days no and no news and no fix...is this normal for Sky's relation to OpenReach?

Re: Broadband outage

caesarome — Tue, 02 Dec 2025 09:40:47 GMT

While Openreach aim to fix external faults within 2 working days this does depend on whether they need to get permissions to dig up roads, paths and the like from the relevant councils so it does depend on where the fault is.

You should qualify for compensation credit when it has been fixed:

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

Re: Broadband outage

Daniel0210 — Tue, 02 Dec 2025 10:42:21 GMT

@ProfJA
That link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.

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

JimM1 — Tue, 02 Dec 2025 11:05:14 GMT

@ProfJA Will be, once OR get the news it's up to them to apply whatever the fix is and get it done, they wont be calling sky every day or weekly to update them with all that is going on everywhere they are working!