Broadband outage CO4

[Bunny2021]

Hi, my OH works from home and has had to go into the office as our internet has been down since 01:30am.

Called sky and was told there is a problem outside of the house. I told them the house security is reliant on the internet and it was ignored.

They said openreach will fix in 72 hours, problem is it's almost the weekend and we all know it's not going to be fixed over the weekend.

To top it all of just seen a sky van at my neighbours. (I know sky isn't openreach).

Someone shine some light on this for me and give me and ideas?

Many thanks,

[TimmyBGood]

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@Bunny2021 wrote:

I told them the house security is reliant on the internet and it was ignored.

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They were correct to do so: no domestic Sky Broadband product charges a premium to give priority response to home security (and no domestic ISP has such an offering as far as I know)

For any internet service on which a property is 'reliant' I'd strongly suggest using a connection with multiple redundancy: automatic failover to cellular data is the absolute minimum, with duplicate ISPs plus cellular plus satellite plus battery backup for everything as a gold standard.

As you indicate, the Openreach two day target time to fix for an individual household fault doesn't include weekends or Bank Holidays (and they meet this target for around 85% of logged faults). For a fault logged with an ISP on a Friday the timer doesn't start until Monday morning anyway.

[Bunny2021]

Whilst I appreciate that, just acknowledge it and say 'sorry about that'

If you want to pay for the data that is used I'm more than happy to get something that will use that. However, I'm paying for a service that is not working.

Any practical advice or updates?

[TimmyBGood]

@Bunny2021 

I don't work for Sky.  Practical advice is as above, and personally I choose to pay a premium to an ISP which offers cellular data failover: although falling back from 500Mbs to c40Mbs isn't ideal it does mean there's something available (and any data cost is covered by the monthly subscription supplement rather than charged separately). 

Realistically all domestic broadband has multiple single points of failure and should not be considered reliable enough for any essential service.