Broadband Outage

[Tazza]

Apparently, an "outage" affected my Broadband 10 days ago. Sky's only communication is that it would last no more than 72 hours. I phoned the Sky helplines which are incredibly slow and don't provide any real help. They just refer to what's announcement Sky punts out. Who can I get in touch with to complain and sort this out?

[Daniel0210]

@Tazza 
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.

[JimM1]

@Tazza Calling is the best and quickest way but the information that sky may or may not have as updates to what is going on, you can also do a complaint process online but the response times to that are way out there!