topic Re: No internet connection for more than 2 weeks in Broadband

No internet connection for more than 2 weeks

Ranti — Tue, 02 Dec 2025 18:57:26 GMT

I have had no internet connection for over 2 weeks in Strood, Medway. I have been looking for evidence of an outage on the news or social media, the reason I have been given each time I contact Sky. But, the Sky app doesn't show any outage in my area and no-one else appears to have reported this ongoing, prolonged and persistent, loss of internet connectivity, at least, that I have found.

Re: No internet connection for more than 2 weeks

Daniel0210 — Tue, 02 Dec 2025 19:26:11 GMT

@Ranti
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 / City Fibre 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: No internet connection for more than 2 weeks

Ranti — Tue, 02 Dec 2025 19:41:01 GMT

@Daniel0210

Thank you for your response.

I have been made aware of the automatic compensation scheme you have mentioned. Nonetheless, the inconvenience is quite significant considering this has been going on since 15 November. It affects my working from home but also affects my doorbell and security cameras. The exhaustion of everyone of our mobile data has also led to further financial burden. Yet, there is no indication when this is likely to be resolved. I am just surprised that there isn't more people information about this. And most upsetting, that Sky has not bothered to notify or acknowledge that this is going on unless I (or any other customer) rings up to complain.

Re: No internet connection for more than 2 weeks

JimM1 — Wed, 03 Dec 2025 09:39:36 GMT

@Ranti Is there anything else that sky knows or is aware about that you are not saying, cannot see them blowing [Removed] lying for a couple off weeks with a ficticious fault condition that does not exist!

Currently, there are ongoing internet issues in Strood, Medway. Users have reported experiencing connectivity problems for over two weeks, with no clear evidence of an outage reported on social media or news outlets. Additionally, there are reports of outages affecting BT services in the area, but specific details about the situation in Strood are not provided. If you are experiencing issues, it may be worth checking with your service provider for updates or assistance.

Moderator notes: Removed rude remark

Re: No internet connection for more than 2 weeks

JimM1 — Tue, 02 Dec 2025 19:47:28 GMT

@Ranti BT (British Telecom) Outage in Rochester, England • Is The Service Down? UK

Also.

https://www.bing.com/search?q=Strood%2C%20Medway%20internet%20down&qs=n&form=QBRE&sp=-1&ghc=1&lq=0&pq=strood%2C%20medway%20internet%20down&sc=12-28&sk=&cvid=0A75648B4C1E4731AF2D3CCA6FF9DD8E#:~:text=About%20108%2C000%20results-,Currently%2C%20there%20are%20ongoing%20internet%20issues%20in%20Strood%2C%20Medway,be%20worth%20checking%20with%20your%20service%20provider%20for%20updates%20or%20assistance.,-Is%20The%20Service

Re: No internet connection for more than 2 weeks

Ranti — Tue, 02 Dec 2025 19:47:32 GMT

@Daniel0210

Search me! All I have been told on the 4 occasions that I have called is that there is an outage in my area, affecting hundreds (their words, not mine). Initially, I was told the expectation was for this to be resolved within 2 working days (the problem started Friday evening so I had to wait until Tuesday evening to call again). Now, I am just told I have to wait until the issue is resolved before I raise a complaint.

Re: No internet connection for more than 2 weeks

Daniel0210 — Tue, 02 Dec 2025 19:49:38 GMT

@Ranti

The repair might be delayed for the reasons mentioned in my earlier post; digging up the road etc.

Re: No internet connection for more than 2 weeks

Ranti — Tue, 02 Dec 2025 20:12:15 GMT

@Daniel0210

Thanks. I have waited more than 2 weeks. I have learnt to be patient. We'll see.

Re: No internet connection for more than 2 weeks

GW27 — Thu, 04 Dec 2025 17:19:41 GMT

We're in the same boat in Frindsbury, the initial outage was 15th Dec at 10:50pm and no internet since then.
According the Sky the Openreach cabinet was 'damaged' and needed replacement.
That was delayed due to being located near a gas main. Once the gas board cleared the area for work the new cabinet was installed.
Now Openreach are apparently installing the cards which will liven up each area - but as yet there is still a huge outage.
Terrible communication from the main Sky customer services, but much better when you can get through to a UK based rep that actually looks in to the notes properly.
Frustrating situation

Re: No internet connection for more than 2 weeks

JimM1 — Thu, 04 Dec 2025 17:33:00 GMT

@GW27 Is your posted date correct for the future?

Re: No internet connection for more than 2 weeks

GW27 — Thu, 04 Dec 2025 17:41:17 GMT

Good spot, Jim! My mistake - should be that the outage started 15th November '25!

(Now to see if we can edit these posts somehow!)

Re: No internet connection for more than 2 weeks

Daniel0210 — Thu, 04 Dec 2025 17:44:54 GMT

@GW27 wrote:
(Now to see if we can edit these posts somehow!)

@GW27

You have to reach level 3 before you can edit your own posts (and then only in the first couple of hours).

Re: No internet connection for more than 2 weeks

Ranti — Thu, 04 Dec 2025 17:48:33 GMT

Don't sweat it @GW27. We all know the problem kicked off on 15 November 2025! Coming up to 20 days without internet connectivity. Unbelieveable!

Re: No internet connection for more than 2 weeks

JimM1 — Thu, 04 Dec 2025 17:49:27 GMT

@GW27 Explanation is good enough user's will be able to follow!

Re: No internet connection for more than 2 weeks

JimM1 — Thu, 04 Dec 2025 17:50:40 GMT

@Ranti Your joking what till you have 9 months!

Re: No internet connection for more than 2 weeks

Ranti — Thu, 04 Dec 2025 17:58:19 GMT

I am just relieved to find out that I am not the only one who going through this ordeal. I was beginning to wonder whether the Sky customer advisor was telling porkies when she said there were 'hundreds' affected by this outage! That's what led to me starting this discussion.

Re: No internet connection for more than 2 weeks

JimM1 — Thu, 04 Dec 2025 18:05:59 GMT

@Ranti There is no doubt countless incident's throughout the UK going on, car's wiping out green street cabs, knocking down poles, diggers choping through many core fibre/copper cables, etc etc and LOADS off frustrated end user's with no internet, no mobile connection. Happens all over the country at various times, the 2 day fix just may not apply everytime!

Re: No internet connection for more than 2 weeks

Ranti — Thu, 04 Dec 2025 18:39:17 GMT

I am certain there are LOADS of people with problems with their Wi-Fi and internet connectivity. However, I have never heard anyone (family, work colleagues, or any friends) with NO Internet, what-so-ever, for weeks (and counting). Therefore, this felt like a unique situation.

Re: No internet connection for more than 2 weeks

Ranti — Fri, 05 Dec 2025 17:41:41 GMT

Normal service is now restored. Yay!