Broadband / fibre outage

[Artur4]

Broadband/fibre stopped working 13/02/25 in the CV3 area.

Only a Default outage message from Sky but no explanation of what is causing the issue and when it will be back. Need to know more please Sky and will we be compensated?

[TimmyBGood]

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@Artur4 wrote:

Only a Default outage message from Sky but no explanation of what is causing the issue and when it will be back.

ISPs typically don't provide that information for domestic customers: they may well not know themselves.

Need to know more please Sky and will we be compensated?

Compensation starts after two (working) days of outage.

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[Joshanryevie]

Hi I'm having the same problem in b43 area , phone up and an automated message , this is coming upto a week now and no explanation. Very poor customer service from sky !! 
i will definitely be seeking compensation 

[caesarome]

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@Artur4 wrote:

will we be compensated?

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https://www.sky.com/help/articles/auto-compensation

After you’ve told us your broadband and/or talk isn’t working at all, we have two full working days to fix it. If it’s not fixed, we’ll pay you £9.76 for each day until it is.

Your compensation will start from the third full working day. So, if you told us about the problem on:

Tuesday - you’ll get compensation from Friday.
Friday - you’ll get compensation from:
Wednesday. Weekends aren't working days.
Or Thursday if there was a bank holiday on Monday. They aren’t working days.

[Joshanryevie]

Why is there no direct number to talk to a person who can give  answers , it's ok to say there's an outage at the exchange and that this should be fixed within two working days . But it's been a lot longer with no updates . Poor service . Will not be updating my contract !!!

[Daniel0210]

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@Joshanryevie wrote:

Why is there no direct number to talk to a person who can give  answers 

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@Joshanryevie 

There's nothing preventing you from calling Sky during opening hours to see if there has been an update from Openreach. Skys agents can only pass on what Openreach have told them.