topic Re: Outage in area in Broadband

Outage in area

User2308 — Sun, 23 Aug 2026 06:08:43 GMT

I had sky fitted on the 17th august and it doesnt work, there is an outage in the area which according to the app has been known to sky since the 31st july so why they didnt tell me is very infuriating.
I called the other day which took up 2 hours of my day to be told it would be fixed within 48 hours and it hasnt been. I now would like to cancel my broadband as i have to look for another option.
this sky feels like a scam, they took my money fitted a broken service and now I cant get hold of anyone to get answers. Absolutely disgusting customer service

Re: Outage in area

Daniel0210 — Sun, 23 Aug 2026 06:21:01 GMT

@User2308
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like myself.

Sky will usually quote 2 WORKING DAYS as a potential fix time because that’s 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 the road needs to be dug up (once the required permission from the local council has been granted).

Moving providers may not stop the same outage affecting you.

▪️

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. 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 for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: Outage in area

Chrisee — Sun, 23 Aug 2026 06:25:34 GMT

@User2308 area outages which take over 3 weeks to fix are rare but do happen. The problem is almost certainly within the Openreach or City Fibre local network and will therefore be affecting all ISPs using the same lines which reduces your options. Of course you can cancel you are within the first 31 day cooling off period of your connection but that is irrelevant if Sky cannot provide .a service.

I would check what alternatives exist including checking with your neighbours as to wahst services they use. Mobile broadband msybe an option as would connecting to an alternative network like Virgin Media