Broadband outage

[Steven1981G]

Broadband outage in my area (Lancaster northwest) since 07/08/2022. keeps saying it will take a a couple of hours to resolve but been nearly 3 days. Also as result I can't use my sky mini Q boxes so also lost the part of my service can't seem to get any accurate information on when problem will be resolve can anyone from sky provide some answers ? 

[Eddie+Jr.]

I live in the Area,

A PCP (Street cabinet) set on fire around that area knocking a lot of customers offline.

I don't know if it's related to your problem but it very well could be!

[Daniel0210]

@Steven1981G 

We are customers here like you so have no idea how long it will take to fix but if the damage mentioned by @Eddie+Jr. is connected it will obviously take some time. Sky won't be able to provide any other updates other than what they are told by Openreach.

Little comfort at the moment but view this link re auto compensation 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 first report the fault to Sky, you will become eligible for it (once it’s fixed).

[Chrisee]

@Steven1981G your Sky Q mini boxes should work for several days if you keep the Sky hub powered even if there is no internet connection - they get their data from your main Sky Q box. It is only when the main box "phones home" that you msy get issues. Sky maybe able to over ride that issue from their end.

It is likely the fault is in Openreach's network which Sky does not control. Getting accurate predictions for fix times is very difficult as the engineers will sort it as rapidly as they can but a lot depends on what is broken and how easy it is to access. As an example recdntly a roadworks crew dug up an Openreach main link meaning over 10,000 lines were cut. Most were back up in a couple of days but some took well over a week. Its luck of the draw.