topic Re: Broadband outage in Broadband

Broadband outage

Louise1b — Sat, 13 Dec 2025 16:00:19 GMT

Why does Sky not have a Broadband team at weekends? Their Tier 1 service team is useless. I stream and have no TV or Internet for the weekend despite being down since Thursday.

Re: Broadband outage

TimmyBGood — Sat, 13 Dec 2025 16:24:04 GMT

@Louise1b wrote:

Why does Sky not have a Broadband team at weekends?

Openreach doesn't do domestic broadband support at weekends, because ISP subscription rates cannot cover the cost.

Re: Broadband outage

Daniel0210 — Sat, 13 Dec 2025 16:32:07 GMT

@Louise1b
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.

Broadband outage

Louise1b — Sat, 13 Dec 2025 18:29:35 GMT

So previous answers have told me about compensation in the UK when I'm in ROI. They have not explained why a broadband outage is not supported beyond Tier 1 level at weekends. Appalling customer service

Re: Broadband outage

Daniel0210 — Sat, 13 Dec 2025 18:34:14 GMT

@Louise1b wrote:

So previous answers have told me about compensation in the UK when I'm in ROI.

The agreed auto compensation scheme is not available in the ROI as the area isn't covered by Openreach.

They have not explained why a broadband outage is not supported beyond Tier 1 level at weekends.

Not sure what you mean by tier 1 level. Sky Ireland Customer Service call centres are not open over a weekend.

Appalling customer service