Broadband outage

[BobHibb]

Why does it take so long to correct a broadband outage? I can't seem to be able to talk to anyone about this. 

[GD1]

@BobHibb  Outages can be caused by numerber of things, some one in a call centre will have no control over the outage.  The length of time of the outage will be determined by where the fault is calling Sky or any other provider for that matter wpn;t speed up the process.

You will simply need to be patient and allow the fault to be found and fixed.

[BobHibb]

Thanks 

the lack of any update or timescale is appalling considering the amount bee pay for this so called service. Network power gives regular updates and timescales, Sky can't even manage that. It's not good enough. 

[GD1]

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@BobHibb wrote:

Thanks 

the lack of any update or timescale is appalling considering the amount bee pay for this so called service. Network power gives regular updates and timescales, Sky can't even manage that. It's not good enough. 

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Sky don't own the network so will have no idea how long an outage will be for.

Broadband is also not a critical infrastructure unlike power.

Very few broadband providers give regular updates as they don;t get them from the network operatoir.  It's irrelevant how much you pay, you pay for a cheap domestic service with all the SLA's that comes with it and any faults are normally aimed to be fixed within 2  working days of being reported, but this is not a guarantee, this does not include weekends.

[BobHibb]

And as I say

that simply isn't good enough. The system, process, whatever needs to be looked at and as broadband is supposed to be a govt priority I fail to see how it's not a critical   Infrastructure given that business is dependant on it. 

[daveNOS]

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@BobHibb wrote:

And as I say

that simply isn't good enough. The system, process, whatever needs to be looked at and as broadband is supposed to be a govt priority I fail to see how it's not a critical   Infrastructure given that business is dependant on it. 

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@BobHibb Domestic broadband is not a gov priority in any way, any business that is relient or dependant on the internet will almost certainly have a suitable business grade service that has far better and quicker repsonse and repair times aswell as a back up provided  for when outages do occur.

The services discussed on this community and provided by Sky are for domestic use only , and due to that you get the basic service level agreement which has a taget time of 2 working days, it doesn't matter what you think or say thats the service you are paying for .

[Daniel0210 · Accepted solution]

@BobHibb 
Once aware Sky usually 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.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained 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 rates are £9.98 for every complete 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.

[TimmyBGood]

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@BobHibb wrote:

the lack of any update or timescale is appalling considering the amount bee pay for this so called service. 

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Between £1 and £2 per day really doesn't buy very much in the way of cover (or a cup of coffee)

Business broadband with 'guaranteed' Service Level Agreements typically costs at least five to ten times as much, and even then any sensible commercial operation has alternative connection methods ready to go: preferably cellular or satellite to avoid the horribly vulnerable national cabled network.

[TimmyBGood]

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@BobHibb wrote:

The system, process, whatever needs to be looked at and as broadband is supposed to be a govt priority 

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Expanding high-speed broadband access to around 85% of properties is supposedly a political priority, albeit with relatively little public funding.  Guaranteed uninterrupted connection (or the staffing required for rapid fault resolution in its absence) is a commercial issue for the monopoly network maintainer and its ISP clients, and very, very expensive.