topic Re: Intermittent/No Wifi in Broadband

Intermittent/No Wifi

CG165 — Sun, 07 Dec 2025 07:18:57 GMT

My internet dropped last Monday 1st. Tests said it was an issue externally. Engineer came said it was my phone line, and as it wasn't needed, he disconnected and said that should solve the problem, it did but very slow and Tuesday morning went down again. Tests still said issue was externally and another engineer booked. Still waiting. Yesterday 6th it said it was an issue in my area and they are working on it. Came back up late afternoon. Back down this morning and tests back to saying it's an external issue and engineer booked. I work from home and this is unacceptable. First time in many years with Sky I've had such an issue. Unplugged, restarted etc all to no avail.

Re: Intermittent/No Wifi

Daniel0210 — Sun, 07 Dec 2025 07:42:25 GMT

@CG165
I work from home and this is unacceptable.

@CG165

Frustrating yes, but I'm afraid Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support. Perhaps you need to consider a business connection with better SLA's but will cost a lot more.

Re: Intermittent/No Wifi

CG165 — Sun, 07 Dec 2025 09:14:34 GMT

Sorry didn't mean to lump those two together because I only work from home two days, I meant unacceptable that no engineer since Tuesday. Was told within 48 hours.

Re: Intermittent/No Wifi

Daniel0210 — Sun, 07 Dec 2025 09:23:36 GMT

@CG165

Coming back in the afternoon and then down again this morning doesn't help,with auto compensation either.

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.

Re: Intermittent/No Wifi

CG165 — Sun, 07 Dec 2025 12:44:52 GMT

Thanks, will look into that, it's back up again now but I'm not holding my breath.