Broadband outage

[Chrisb1]

Our broadband has been out since the 16th September.  No info, no updates or visibility on when it will be resolved.  A BT engineer finally showed up on the 25th (not within the 2 days as specified), and it is still not resolved - a fibre is apparently broken - how and why should it take so long to fix?  You can't complain directly to BT and you get no answers from Sky.  They don't even propose a dongle as a back up solution.  Really shocking customer service.

I will be leaving Sky for a service that is backed up by 4/5G.

[Daniel0210]

@Chrisb1 

Just to clarify BT is a rival provider. The engineer would have been from Openreach.

Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault. Openreach claim to reach that target in 85% of faults. 

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

▪️

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 based 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. 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 April 2026 the rate increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Chrisb1]

Thanks Daniel, yes realise it is BT Openreach, still couldn't believe it takes so long to initially check and then still provide neither a temporary solution nor a resolution date.  
It's just poor 

[GD1]

@Chrisb1  It's not poor as no ISP has a crystal ball, you would have the same issue regardless of the ISP.

Sky can't give a resolution date as they are not the ones fixing the fault, Openreach may have found the fault but as @Daniel0210 there will be a number of factors than will dictate how long it takes to repair, Openreach (not BT Openreach) are not the best at updating their customers which is the ISP,  you're not their customer so they won't even speak to you.

Sky do not provide any temporary solutuion as it's not what you pay for nor it it part of their T&C, if a 100% guaranteed uptime is what you're after no ISP can provide that, if you want a backup solution then it is up to you to source one at your own expense or look to a provider who does have such a solution, these are normally at a higher cost than you currently pay.