topic Re: No broadband 7 days in Broadband

No broadband 7 days

minicat23 — Thu, 05 Feb 2026 11:54:44 GMT

Having been cut off 3 times this morning I have been told open reach can't fix and I need to contact BT myself !! They gave me and email and said there is nothing else they can do.
anyone had this ?

Re: No broadband 7 days

Daniel0210 — Thu, 05 Feb 2026 11:57:44 GMT

@minicat23

Do you mean cut off 3 times whilst calling Sky OR your broadband has dropped out 3 times?

I doubt Openreach will deal with you direct. Customers usually need to contact their ISP, in your case Sky.

Re: No broadband 7 days

TimmyBGood — Thu, 05 Feb 2026 12:00:44 GMT

@minicat23 wrote:

Having been cut off 3 times this morning I have been told open reach can't fix and I need to contact BT myself !!

That's fundamentally incorrect in several ways.

Openreach Limited is owned by BT Group, but operates as a separate entity (and no longer uses BT branding at all)

Typically Openreach isn't public facing: communication has to be through an ISP.

BT in this context is an ISP in competition with Sky, and has no involvement in Sky Broadband faults.

Roughly speaking ISPs manage fault reporting while Openreach does the fixing.

Re: No broadband 7 days

JimM1 — Thu, 05 Feb 2026 12:12:38 GMT

@minicat23 Which is correct, your post heading or the 3 times today, sky is who you deal with, OR nothing to do with you and will not speak or contact you at all!

Re: No broadband 7 days

TimmyBGood — Thu, 05 Feb 2026 13:25:48 GMT

@minicat23

Just to clarify, do you have any insight into the source of the issue?

Is this a fault on an existing Sky Broadband connection, or new provision, or an upgrade (for example)?

Re: No broadband 7 days

minicat23 — Thu, 05 Feb 2026 16:04:05 GMT

To clarify.
National grid dug up our road. First time they went through the cable. Open reach (via sky) came an repaired. 3 days later when installing the new electric main they knocked it off again. Open reach came next morning and fixed. Last Friday National grid finished and filling the hole back in ! Yes you guessed it they knocked it off again ! Someoem came on the sat but as the hole has been filled couldn't do anything.

Called sky several times. National grid have been trying to help.
Today told by a sky technician open reach came and can't fix so we need to speak to BT ourselves!!

hi its daniel from sky. use this email to contact BT about the on going Broadband fault: btplcla (won't let me post) NoReply

This is the text they sent. I've since asked Virgin to provide a service and sky basically better to wait for them to connect us ! Been a customer for over 30 years. Complete shambles.

Re: No broadband 7 days

Daniel0210 — Thu, 05 Feb 2026 16:11:29 GMT

@minicat23

Very poor advice given to contact Openreach yourself. The problem now is Openreach are probably trying to ascertain behind the scenes who is going to pay them to carry out the repairs - National grid?

Openreach will also need to apply to the local council for permission to dig up the road/pavement yet again.

Re: No broadband 7 days

JimM1 — Thu, 05 Feb 2026 16:13:42 GMT

@minicat23 Just really bad timing off it all then, and nothing to do with sky, they only supply to you via the OR connection and your point off contact, no doubt now OR Civils need to get involved to permit a dig again whenever that happens!

Re: No broadband 7 days

minicat23 — Thu, 05 Feb 2026 16:17:51 GMT

National grid came out yesterday and dug the road up ! So that has been done. They called today saying the were filling it back in as it had been fixed. Which it hasn't. 🙄. Honestly a nightmare

Re: No broadband 7 days

minicat23 — Thu, 05 Feb 2026 16:18:38 GMT

It has been dug. But apparently open reach said they can't fix ??? Yet they did 3 times before.
thank you both for replying

Re: No broadband 7 days

Chrisee — Thu, 05 Feb 2026 16:29:16 GMT

@minicat23 unfortunately neither Sky or yourself can move this forward its down to Openreach who are do not keep their customers Sky and another isps involved informed. By the way Virgin, City Fibre etc are not much better where these kind of issues are involved.

You should be accumulating compensation which will be calculated by Openreach and credited to your account by Sky when the fault is cleared but beyond thatsorry you are going to have to be patient. See Customer Auto-Compensation | Sky Help | Sky.com