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Lily2011 — Tue, 18 Nov 2025 07:42:14 GMT

Can only watch BBC channels

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Daniel0210 — Tue, 18 Nov 2025 07:48:53 GMT

@Lily2011

What's happening when you try others, channel 106 for example - any error message on the screen?

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Lily2011 — Tue, 18 Nov 2025 07:51:40 GMT

stays on for 30 seconds then get a problem message

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Daniel0210 — Tue, 18 Nov 2025 07:52:59 GMT

@Lily2011

What does the message say?

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polar68 — Tue, 18 Nov 2025 08:05:14 GMT

My whole internet is down. Done the checker and it confirms problem in my area. Seems to be nationwide?

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Daniel0210 — Tue, 18 Nov 2025 09:03:47 GMT

@polar68

A broadband outage doesn't affect TV channels like that on Sky Q as the service is delivered via the satellite dish not broadband.

It's not nationwide.

If it's down locally to you Sky usually quote 2 WORKING DAYS as a potential fix time as this is the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases. Some repairs take longer, for example when Openreach need to dig the road up (after getting 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 01/04/25 the new rates are £9.98 per 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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