Broadband has been cut

[Skyisusebad]

We've had issues with broadband cutting out for a while. It's gotten worse recently and so we reported this a few days ago. Now our broadband has gone completely and, once we finally got through to a customer service person - and this was like getting through fort nocks - they told us that we should have received contact to arrange and engineer visit (this hadn't happened) and so the next visit is for 4 days from now, and in the meantime will probably have no internet. This is dosgusting service, Sky should be ashamed. We pay for this service and they repay us by shoddy service and not even having the courtesy of contacting us when they should. Shame on you!!

[Daniel0210]

@Skyisusebad 
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).

▪️

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 for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.