Broadband off around Cheshire West

[WesBMT]

Hi.

Broadband is off around Cheshire West. 

It's hell trying to get through to sky to speak to someone, the automated phone message hangs up on you. Trying to plan WFH when no-one cares to say what's going on. Blames open reach but gives no ETA or confirmation what's going on or even if a fix is in place.. Anyone any ideas on ETA

[GD1]

@WesBMT  If there is an outage a CSA won;t be abkle to tell you when it will return as thye just won't have that detail.  So you'd simply be wasting your time and tying up the line for another customer.

No one here can give as ETA as like Sky we don't have a crystal ball.

[Daniel0210 · Accepted solution]

@WesBMT 

Sky will only 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 / City Fibre 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.