topic urgent fix required in Broadband

urgent fix required

Mariam55 — Thu, 07 May 2026 09:44:23 GMT

The 8nternet is shutdown during my meeying

Re: urgent fix required

GD1 — Thu, 07 May 2026 09:48:11 GMT

@Mariam55 There is no such thing as an urgent fix on a domestic broadband service, if there is a fault the fix sla is 2 workig days from reporting it to Sky.

First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't try running the line test here:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

Re: urgent fix required

TimmyBGood — Thu, 07 May 2026 10:02:48 GMT

@Mariam55

Unfortunately as @GD1 indicates for a fault logged on a Thursday the target time to fix extends through to the end of next Monday. Domestic broadband subscription rates just don't cover an 'urgent' response no matter how important internet access is for any individual user.

Re: urgent fix required

Daniel0210 — Thu, 07 May 2026 10:06:52 GMT

@Mariam55
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 domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained 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 April 2026 the rate has increased to £10.34 for every complete 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.