topic Re: Internet down and no help for a week in Broadband

Internet down and no help for a week

Andy71p — Sun, 30 Aug 2026 10:53:55 GMT

Internet went off 10pm last night still not on so rang sky and can't get an sky engineer out till next Sunday.

I've about had enough now been with sky for over 25 years and the service is shocking.

Tried following all the steps it tells you to do but no luck, the hub says there is power and WiFi but no Internet at a total loss

Re: Internet down and no help for a week

Daniel0210 — Sun, 30 Aug 2026 11:21:44 GMT

@Andy71p
Sky 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).

▪️

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: Internet down and no help for a week

Andy71p — Sun, 30 Aug 2026 17:54:44 GMT

The guy on the phone told me to go buy a dongle and email them with the receipt and they would reimburse me a maximum of £20 as I often work from home and explained I need the internet for that and also sky stream.

They've become a joke of a company for long standing customers

Re: Internet down and no help for a week

GD1 — Sun, 30 Aug 2026 18:02:44 GMT

@Andy71p While WFH is allowed you need to be aware you're using a Domestic Service with all the SLA's that come with it, WFH does not give you any greater priority.

No ISP can guarantee 100% uptime, for that you need to either make sure you have your own backup or use a more expensive provider that gives you 4G backup.