No internet

Zara32 — Sat, 31 Jan 2026 12:59:34 GMT

I have had no internet since the 28th January, there has been an outage. However I have had no update and we are still without internet 3 days later. I have called and was placed on hold for 20 mins and then they disconnected me. I have had no update as to when this will resolved. I want to know when my services will resume. I have now made a formal complaint.

Re: No internet

Daniel0210 — Sat, 31 Jan 2026 13:07:14 GMT

@Zara32

It's pointless making a complaint. 3 days is nothing.

Once aware 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).

You need to contact Sky for updates.
▪️

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

caesarome — Sat, 31 Jan 2026 13:18:18 GMT

@Zara32

What does it say here regarding the outage:

https://www.sky.com/servicechecker

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