topic Re: Broadband outage 2025 in Account & Billing

Broadband outage 2025

Jay163 — Fri, 09 May 2025 10:45:51 GMT

Early this year my broadband was down for about three weeks, over a month later I contact Sky surport for an update on when I would get

my credit/refund. The agent could give me no information and said I should contact Open Reach as the fault in their system and they would provide the refund. As my contract is with Sky I'am sure they would not talk to me.

This a further month on, could someone at Sky please contact me and let me when and how much the credit/refund will be. I've seen the link detailing the refund calculation and time period, I would nown like to see the actual refund.

Re: Broadband outage 2025

MarkGoldsmith — Fri, 09 May 2025 10:48:58 GMT

@Jay163 no one from Sky will call you on the back on a post on a public forum, mainly bceause they would have no idea who you are as your community login doesn't link to your Sky account in any way.

The details of how the automatic compensation scheme works is detailed here: https://www.sky.com/help/articles/auto-compensation

Re: Broadband outage 2025

GD1 — Fri, 09 May 2025 10:49:21 GMT

@Jay163 No one from Sky can or will contact you in relation to a community post.

Is the fault ongoing? If so any compensation will be paid once it resolved, not before.

Re: Broadband outage 2025

Daniel0210 — Fri, 09 May 2025 11:03:43 GMT

@Jay163 wrote:

The agent could give me no information and said I should contact Open Reach as the fault in their system and they would provide the refund.

@Jay163

I'm afraid you were misinformed or misunderstood. Openreach won't talk to you about this.

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 the Ofcom website:~
So 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.

It’s 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.

So did you initially report the fault to Sky?

Re: Broadband outage 2025

Jay163 — Fri, 09 May 2025 15:41:46 GMT

Yes the outage was reported on Sky app and it confirmed that Sky broadband was down

Re: Broadband outage 2025

Daniel0210 — Fri, 09 May 2025 15:43:39 GMT

@Jay163

Then the rest of the post applies.

Re: Broadband outage 2025

caesarome — Fri, 09 May 2025 15:49:13 GMT

@Jay163 wrote:

Yes the outage was reported on Sky app and it confirmed that Sky broadband was down

@Jay163

When was your service restored, was it more than 30 days ago ?

Re: Broadband outage 2025

Jay163 — Fri, 09 May 2025 15:52:29 GMT

Can't remember but it was over 30 days ago

Re: Broadband outage 2025

caesarome — Fri, 09 May 2025 15:56:25 GMT

It might be worth registering a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Broadband outage 2025

Jay163 — Sat, 10 May 2025 08:10:23 GMT

Looks like thats what I'll have to do. Thanks for resonding