Broadband down

[Juliex]

My broadband has been down since last night , it says on the status that there is an outage in my area and it could take 2 days to fix , this seems pretty disappointing service when you are relying on it for work 

[Daniel0210]

@Juliex 

That will actually be two working days.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

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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 April 2026 the rate has increased to £10.34 for every complete 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.

[TimmyBGood]

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@Juliex wrote:

My broadband has been down since last night , it says on the status that there is an outage in my area and it could take 2 days to fix ,

Unfortunately the Friday evening of a Bank Holiday weekend is a really unfortunate time to have a fault: as @Daniel0210 indicates the target  time to fix extends through Wednesday.

this seems pretty disappointing service when you are relying on it for work 

While using domestic broadband for WFH isn't forbidden, it absolutely doesn't bring any additional priority.  No ISP can possibly guarantee uninterrupted service: the topology of the national cabled network makes that completely unfeasible, and realistically a subscription of £1 to £2 per day doesn't cover rapid response either.

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