Broad band outage

[Rebecca205]

We have had no broadband since Tuesday afternoon. My app says they know we have an outage in our area but should be fixed within a couple of days. It's now friday evening so 3 days later and still no broadband.

I would like to talk to someone at sky about this but can't find a phone number anywhere!! Can anyone help? 

[Daniel0210]

@Rebecca205 
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 up to 85% of cases.

▪️

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.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.

[caesarome]

@Rebecca205 

There is probably not much more that Sky can tell you other than what you see on your account as a company called Openreach will be tasked to fix this and while usually they aim to respond to such issues within 2 working days it can take longer if it is a more complicated repair that requires permissions from councils to carry out works on paths and roads.

[JimM1]

@Rebecca205 Phone landline connected if working dial 150, sky mobile is the same dial 150, and 8am to 8pm is the opening times!

[Rebecca205]

Thanks for the replies, they are helpful. 

My concern is that the neighbours broadband is working fine, they are with BT but we share the cable coming in off the street. So when sky say 'an outage in your area' its just us.

The landline doesnt work without broadband and I'm not with sky mobile so still unable to find a number to call. Just want to know someone is working on it as the app gives only a generic and actually incorrect response 

[JimM1]

@Rebecca205 Use this link, goto post number 4, click on it, scroll down to the call us, then click that the number will appear to call sky on, write it down so you always have it!

https://helpforum.sky.com/t5/Broadband/Moving-Home/m-p/5080372

[Daniel0210]

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@Rebecca205 wrote:

Just want to know someone is working on it 

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@Rebecca205 

Openreach don't work on single faults at a weekend but if it's a more widespread issue then then do.