Broadband outage in Farnham, Surrey since Thursday 23/10 in the evening. Anyone else affected

[Sophei1]

Is anyone else affected by this outage or know anything about it, what caused it and when it is likely to be resolved?
Sky told us it would be sorted within 48h and 72h on we're still connection-less. 

[TimmyBGood]

---

@Sophei1 wrote:

Sky told us it would be sorted within 48h 

---

Unfortunately that's a reference to the two working day Openreach target for domestic broadband fault resolution (so doesn't count yesterday or today) rather than any kind of promise.

Openreach reports to Ofcom that they meet this target for around 85% of faults.

Realistically an issue reported by a customer to an ISP late on Thursday doesn't hit an Openreach work queue until Friday and may well not be on a local engineer list before Monday morning.

[Sophei1]

Thanks Timmy.  This is enlightening and thereby helpful.

Would you happen to know on what number one can reach a helpful member of Sky staff who can answer this type of query and give updates on Outreach's progress 

[Daniel0210]

@Sophei1 

If it's working call Sky via your Sky Talk landline by dialling 150 free although imdoubt they'll be able to tell you more.

[Sophei1]

Thank you @Daniel0210 

[Fedup33]

This is 4th day l am without broadband ! Sky keep playing same message saying they are working in the problem ???? Hope we all get compensated for the days we can't do any work and the wages we are losing 

[Daniel0210]

@Fedup33 
Sky usually quote 2 WORKING DAYS as a potential fix time as this is 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 Openreach 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.
▫️There's no compensation for "loss of earning"
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.

[Sophei1]

Hi Fedup33

if you too reside in Farnham, I was informed by a neighbour who is with BT that the issue would be fixed tomorrow (Friday) but it now seems it will be on Monday. 

Still unable to talk to a human being within Sky for upadtes. May have to lodge a formal complaint if Sky persist on not updating us. 

[caesarome]

@Sophei1 

Does anything appear here for you:

https://www.sky.com/help/servicestatus/your-services/broadband

[Sophei1]

@caesarome 

Yes but it's been the same message since  last Thursday night: " this type of issue is usually resolved within 2 days". 
Zero update since then. 

[Chrisee]

@Sophei1 this is entirely normal as Openreach do not give updates on the fix for area faults to their customers. The best source of information can be via your local media but estimating times when a particular line will be repaired is extremly difficult. This report gives some background https://www.farnhamherald.com/news/internet-outage-disrupts-farnham-town-centre-for-nearly-a-week-84... to what I assume is the outage affecting your connection.

The only good news is you should be due compensation see Customer Auto-Compensation | Sky Help | Sky.com

[Sophei1]

Thank you @Chrisee!

Could not find any relevant hits in my online searches but it's good to see the local paper knows are sharing this info. 
Compensation may help a little as well. 

[Daniel0210]

@Sophei1 
When 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.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.

[Sophei1]

Broadband connection in Farnham, Surrey was restored this morning and it has just dropped out again - within less than 24h!!

Am hoping all my tests have raised the flag with Sky - who knows?! 🤞🍀🤞