Broadband outage - Urmston Area

[Marvyboy]

Hi, i was informed this morni g @ 10:30 about an outage in my area. It went on to say that it can take a few hours to repair. It has now almost been 6 hours and still nothing. Not even any courtesy contact from Sky (which isn't new) to explain whats going on or how long it will take. I would like to remind Sky that this is a service that i / we (customers) pay you for and having a common courtesy is something that would go a long way. 

Ultimately i'm on here hoping that i can find out how long the outage is expected to go for?

Thanks 

Martin

[Highlinder]

@Marvyboy The last update I can see is from 2 hours ago with engineers onsite to do the repair work.

You can keep up to date with it via the Sky app and check the service status.

[GD1]

@Marvyboy  No Domestic ISP calls their customers to tell them how long an outage is for as this is outside of their control, as apart from their own backhaul they use the Openreach network locally, expecting Sky to actually call you with an update is a pretty unreasonable thing to expect from a domestic ISP.   If it's A La Carte/Special Treatment you're expecting then you should look elsewhere. You would have to pay more for such a service too.

You can check the status page here https://www.sky.com/help/servicestatus/

[Marvyboy]

Hi Highlander,

I have been checking the app all day and it isn't telling me anything, such as  engineers being on the scene. It simplt says "sorry, sometimes we can't get information on local outages, so they qon't show here" besides this doean't excuse the lack of courtasy shown from Sky. Thanks for the reply but it was unhelpful.

[GD1]

@Marvyboy Again as advised NO ISP will call their customers because of an outage, it's not lack of courtesy, it just isn't reasonable to expect them to call you.

If you can find an ISP that offers such a service for the same price as Sky do let us know.

[Highlinder]

@MarvyboyWell as someone that gives up their freetime to help others. If you find the reply unhelpful, giive Sky a call to get an update. We are customers like yourself.

[Marvyboy]

Sorry, first time i've used this chat, i thought that it would be sky that would be responding and not just customers. Didn't mean to come across the way i did to you. 

Thanks for the responses

[Highlinder · Accepted solution]

@MarvyboyLatest update: Engineers have found a fibre cable break and are working to restore service as quickly as possible.

[Marvyboy]

Thank you Highlander.

I've looked everywhere but been unable to find anything so this is great and very informative.

Thanks again and have a great evening.