Broadband Outage, South London Area

[Sara132]

Hi All,

I was informed on My Sky app that there is an outage in the South London area which is why my broadband/Wifi isn't working. This occurred on Thursday 20th November and it states it should be resolved within a couple of days, but usually sooner. It's still not working and there has been no further update, the Sky virtual assistant hasn't helped at all, and when I called the contact number re Sky broadband, it went straight to an automated line acknowledging there is an outage and that I will receive a text once it's working again. 

This has caused a lot of inconvenience, so I just wanted to check if anyone else is having the same issue and how quick it is usually resolved? 

Thank you!

[Daniel0210]

@Sara132 

I am sure quite a few people are affected. 

Sky usually quote 2 WORKING DAYS as a potential fix time due to 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 a pole or cabinet has been damaged or 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.

[caesarome]

@Sara132 

The two working days do not include the weekend so today is just day two and although Openreach aim to respond to faults in this timescale it does depend on where it is and if they need to get further permission to dig roads and pavements up.

[shel1964]

Yes- exactly same problem for us. Nothing since last Thursday- lost 3 days work so far... Customer service is useless 

[Daniel0210]

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@shel1964 wrote:

lost 3 days work so far... 

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@shel1964 

As per the earlier reply

"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"

[CerysMegan30]

No broadband here either (Kew near Richmond) since last Thursday. No updates available. Not good. 

[deacat]

Also no broadband here in SW London, I've tried to talk to the virtual assistant but got nowhere and can't find a customer service number. 

Very annoying to have no updates from Sky, as I work from home and this problem is eating up my phone data from using hotspot. 

[Daniel0210]

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@deacat wrote:

Very annoying to have no updates from Sky, as I work from home and this problem is eating up my phone data from using hotspot. 

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Sky can only update you when Openreach have told them anything. That will require you to contact Sky. 

As for you working from home, whilst Sky allow that with a domestic subscription you don't receive extra or quicker help. 

[CerysMegan30]

The message from sky was not to contact them, they know there's a problem, they are working on it and will let us know when it's fixed. But I will try to speak to sky tomorrow to try to get an idea of how long it's going to take!

[shel1964]

Thanks- we were told service would be resumed by noon today... but still nothing 😡