How long with an outage last ?

Mellybelly — Mon, 11 May 2026 08:10:32 GMT

A bit more information would be helpful to those who work from home !

Re: How long with an outage last ?

TimmyBGood — Mon, 11 May 2026 08:25:08 GMT

@Mellybelly wrote:

A bit more information would be helpful to those who work from home !

Quite possibly, but domestic broadband subscription rates just don't cover incident update reporting: you might get that on a business grade leased line at ten times the cost. An individual ISP will only have the information which Openreach sees fit to provide, and none can offer more than the Openreach two working day target time to fix.

Re: How long with an outage last ?

Daniel0210 — Mon, 11 May 2026 08:39:16 GMT

@Mellybelly
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.

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How long with an outage last ?

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Re: How long with an outage last ?