topic Re: Broadband services in Broadband

Broadband services

Concon1 — Mon, 12 Jan 2026 13:31:26 GMT

Has anyone else had any problems with broadband mine cut off on Friday morning was told yesterday that engineers would be out early today to rectify the problem I tried to call the same number today to chase it up and now it is automated calls now and hangs up after a short message has anyone 1 else had these problems if so how did u sort it

Re: Broadband services

caesarome — Mon, 12 Jan 2026 13:53:49 GMT

@Concon1

Does anything appear here for you:

https://www.sky.com/servicechecker

Re: Broadband services

Lora55 — Mon, 12 Jan 2026 18:35:41 GMT

I'm in West Midlands area and been out since Friday too. Been on phone all weekend met by robots but today I called up and went thru to a different number had to blag the reason I was ringing up wasn't to do with no WiFi but then when I got through I told them it was. He checked notes. Said there's an outage effecting 100s and the need to do big work . Saying it could be as late as 20th before it's fixed.

Re: Broadband services

Daniel0210 — Mon, 12 Jan 2026 19:01:50 GMT

@Lora55
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.

Edit: Your two duplicate posts have been removed to prevent duplication of replies.