Bradband outage Liverpool since 15th October 2025

[Nolly95]

A broadband outage in my area (could be elsewhere as well) has been ongoing since the 15th October and is affecting everything, can't work nor kids are able to study so I'm basically paying for a service that I'm not receiving for 3 days now.

They have also disabled customer agent support keeping that useless virtual agent that keeps saying we will update you when the issue has been resolved, since the 15th, and obviously i have received nothing.

This is really pathetic, worse customer support. I cant wait for my contract to end in less than 2 months!!! I had enough of sky for sure!!

Anyone from Liverpool is experiencing the same?

[Daniel0210]

@Nolly95 
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 also 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.