Broadband outage since friday 6th Dec

[ella7925]

My broadband has been down since early hours of 12 December, outage. I work from home today but won't be able to now so will have to take annual leave. I have worked from home since March 2020 and there has never been a problem with my broadband till today. I just hope it is fixed soon. I live in Childwall, Liverpool.

[Daniel0210]

@ella7925 

Your Sky broadband is a domestic service so working from home brings no quicker repair times. If a broadband connection is essential for work purposes you need to consider a business subscription which will cost considerably more. 

In case you aren’t already aware, the following link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

[Chrisee]

@ella7925 you can of course use a domestic connection for working from home millions of people do. However it is sensible to plan a fallback option such as switching to mobile connection (e.g. using a phone's hotspot) or move to somewhere with public wifi or simply go into the office. While loss of connection is rare it can happen to any line at anytime and in rare cases it can last a few weeks.

No isp can ever promise continous connection even on business lines but where the fault is the line itself they are fixed more quickly but costs several times more than domestic services. 

[KK1311]

• I'm am aware and have used the mobile hotspot and also do go into the office like millions of others, I also carry out home visits to patients as part of my job and  required to input data within a small time frame which can be difficult if you then get problems tethering  your phone. 

[Chrisee]

@KK1311 it. Is an inescapable fact of life that on rare occasions home broadband will be down for an indefinite period of time. It is obviously inconvenient but it isnt something Sky or any other isp can guarantee wont happen. The poster I was replying to posted about having to take annual leave which is a poor workround in my opinion. We also get people complaing they are losing income which again is unfortunate but isnt something they are going to be compensated for which is why planning a workround in advance is sensible.

Unfortunately many people dont appreciate that Openreach have a SLA on domestic line faults of a fix within 2 full worling days after report which they achieve in around 80% of cases after which they pay compensation. Report a new fault today Friday means a good chance it will be fixed by tgecdnd of Tuesday so losing 3 days connection. The fact you choose to use your connection in relation to high priority work does not change any of that. 

[KK1311]

I may not have made myself clear  but unfortunately I do not choose to work from home and never have, even through the pandemic, I go into my NHS base everyday but that closes at 5pm so have no choice but to work from home after that time. I am not blaming SKY or Outreach and have the intelligence to understand these faults may take time to fix, nonetheless, it is very frustrating which is the point I am making

[KK1311]

Good luck 👍 

[DMcGee]

"Openreach have a SLA on domestic line faults of a fix within 2 full"

Well its day 7 now for me. If possible could you keep your condesending comments to a minimum. They are quite off putting and offer no aid to the situation what so ever.

[ella7925]

How do I use a mobile hotspot please? I cannot go into the officeas working from home permanently due to health conditions.

[DMcGee]

If your phone has mobile internet you can set it to become a mobile router as such and you can connect your computer to it rather than your normal router.

The specific way to do this normally depends on the phone you are using

[Chrisee]

@ella7925 it isnt difficult go into your phone's settings and turn on its hot spot setting and give it a password you can remember. Then on your devices look for the hotspot name in the WIfi networking settings and enter the password and you should be connected. On most phones using the hotspotruns down tge battery so keeping the phone plugged into a charger helps. The mobile signal may vary around your house so moving yhe phone might help.

[ella7925]

Thanks for your advice. I was able to work from home today using my mobile as a hotspot. 

Thanks again.

[TimmyBGood]

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@DMcGee wrote:

"Openreach have a SLA on domestic line faults of a fix within 2 full"

Well its day 7 now for me. 

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Slight clarification: two working days is a target, beyond which a small daily compensation rate is paid.  Openreach reports to Ofcom that they meet this target for around 85% of faults: clearly in some instances (cabinet damage, buried cable, pole replacement to name but three) it's going to take far longer.