Broadband Outage in Our Street

[Mark3100]

We have a braodband outage in our street we think because a cable may have been cut by workers -  although that has not been confirmed. The outage began on 16th July and the only information we have is a message on service checker that says ' It usually takes a couple of days to fix things like this but might be sooner'  As we are now into day 6 with no broadband I'd like to know where I can get an update as to what is going on and when the problem may be resolved - we have had no updates or information whatsoever apart from this now outdated message on service checker.

[Daniel0210]

@Mark3100 
You aren’t contacting Sky Customer Services here. This is a customer led discussion forum where Sky customers are available to try to help other customers.

You'll need to call Sky to see if they've received an update from Openreach. If OR need to dig the road or pavement up to find and fix this, they have to firstly seek authority from the local council and then find a crew to carry out the work. 

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 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.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[Mark3100]

Thanks Daniel0210 - I was sort of hoping that there may be another way of getting an update rather than hanging on the telephone.  Thanks.

[Daniel0210]

@Mark3100 

Openreach only update their ISPs, in your case Sky, and if past posts are anything to go by OR aren't very good at it.

[Mr+Slant]

https://one.network/uk will show you roadworks in your area - both current and planned.

If BT have civils work planned to repair the fault then it'll usually show up there with permit dates.