Broadband outage since friday 6th Dec

[DMcGee]

I havent had a internet connection since the 6th DEC.

All I am getting from the Help line is that there is an outage in my area (BT78)

I work from home and its suffering from a lack of connection (paying extra for public EE but that is poor at best aup my connection is up and down like a yoyo)

[cookiemonsteruk]

@DMcGee 

I would imagine openreach (as well as nie) are working round the clock to restore services.  Unfortunately sky will only be updated after the outage is fixed

[Chrisee]

@DMcGee it is unfortunate to have lost your connection for so long but it isnt unique. Area faults often involve serious damage to the network which does take time to fix especially after a period of extreme weather. In extreme cases it can take weeks to fix some faults. You will be due compensation for the loss of service which will be kicking in today as you have to wait 2 full working days after the fault is reported to Sky see Customer Auto-Compensation | Sky Help | Sky.com

You have bought a domestic service which sets the service level Sky and Openreach offer so the fact you use your connection for work is your business but it is down to you to have your own back up plan for periods when the connection is down.

[DMcGee]

This outage occurred before the storm hit

[Chrisee]

@DMcGee but the storm is likely to  affect engineer's availability to work on the issue.

[DMcGee]

Its been 5 days and I know I dont live in an urban area but its hardly up a mountain.

This is getting beyond a joke, the imternet isnt a luxury any more, its a way of live and I have been paying through the nose for this service.

Now when it comes to an issue I am left hanging with little recourse other than to wait and see.

[jamesn123]

@DMcGee 

If downstream infrastructure has been damaged it can take more than 5 days to organise kit & road closures/traffic controls to go and repair that damage. Sky have no control over how Openreach do their work or how long it takes so however you may feel, they are not leaving you hanging. 

You are entitled to compensation as detailed in @Chrisee's reply, until then you unfortunately just have to wait it out. 

[KK1311]

I have the same problem, I have had no Internet connection since 7th December which has caused major problems as I am required to work from home (NHS) at time. As if this isn't bad enough I've no access to my television apps either. All I get from SKY is there's an outage problem.  I expect to be compensated for the loss of services as I'm sure SKY would be straight onto me of I didn't pay my subscription 

in one word APPALLING

[DMcGee]

Where roughly are you located?

I an trying to judge the scale of the issue or even if its the same thing

[daveNOS]

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@KK1311 wrote:

I have the same problem, I have had no Internet connection since 7th December which has caused major problems as I am required to work from home (NHS) at time. As if this isn't bad enough I've no access to my television apps either. All I get from SKY is there's an outage problem.  I expect to be compensated for the loss of services as I'm sure SKY would be straight onto me of I didn't pay my subscription 

in one word APPALLING

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@KK1311 Working from home doesn't matter at all when you're using a service that specifically states it's for domestic use only, if working from home is a necessity then you should be using an appropriate business-grade service with business-grade response and repair times or have a back up in place for inevitable downtime.

You will be entitled to the standard automatic compensation scheme which kicks in after 2 working days https://www.sky.com/help/articles/auto-compensation

[KK1311]

I'm in BD10 

[DMcGee]

thats a wide area of coverage down

why isnt this a bigger issue

I am broadband rather than fibre, Is this only effecting broadband users

[KK1311]

I'm not sure, SKY said they are aiming to get it back up and running tomorrow but I'm not confident, there's no communication and really frustrating when you can't speak to anyone directly to get more information 

[Chrisee]

@DMcGee there are likely to be many diferent local outages at any one time so it is highly unlikely these two are connected. Most affect a limited area as each exchange has a separate connection to Sky's network.

If you are on the older partial fibre network where the last link is via copper then the liklehood of a fault is higher simply due to the age of the infrastructure and the fact that water and high frequency ekectrical signals dont mix that well. Causes of outages are many but a car hitting a pole or a cabinet is quite common. One hardy perennial is a digger driver damaging a msjor cable.  A few years  ago this happened in the town I live in which meant over 10,000 lines were down for up to 2weeks while Openreach engineers reconnected each fibre strand. 

[TimmyBGood]

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@DMcGee wrote:

This is getting beyond a joke, the imternet isnt a luxury any more, its a way of live 

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Certainly, but the circuit to any individual address has multiple potential failure points and very little redundancy (none at all between cabinet and subscription address)

Recabling to provide real resilience would require an entirely different topology and is far beyond even the current 15 billion pound FTTP rollout.