Broadband

[Michellek29]

I've woke up this morning to no internet connection. I work from home and need the internet but there is a message online when I check my connection to advise there's an outage in the area and could take days to fix. 
can I have more information on this please as this isn't good enough without prior notice of an outage! 
how much of a priority are you working to fix this issue? Thanks Michelle 

[Michellek29]

The area is Sunderland SR5. It's also impossible to contact customer service. Calls just disconnect. 

[cookiemonsteruk]

@Michellek29 

The most recent Sky outage reports came from the following cities: Sunderland, Newcastle upon Tyne, Gateshead, Washington, North Shields, Boldon Colliery, Peterlee, South Shields, East Rainton, Gosforth, Houghton-Le-Spring, Wallsend, Chester-le-Street, Durham and Dunston.

So it is a wide outage and openreach should be aware however call sky on 150 from your sky landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.3
Remove all the full stops

To report your own outage

As customers we would not know the cause or how long it will take to fix

[Chrisee]

@Michellek29 unfortunately you cannot have advance notice of a fault they aren't planned in advance. Sounds like a line has been broken somewhere if the warning is saying a few days typically somebody has used a JCB in the wrong place. These things happen unfortunately and just to warn you domestic customers do not get warned about routine work but thst is normally scheduled overnight.

The fault will be fixed as fast as it can be but nobody can give you an acccurate estimate of how long thst will take. The fact you use what is sold as a domestic connection for work is your business and does not give you priority. Paying for a business service gives higher priority for fault fixing but if its an area fault thst is pretty irrelevant.

If the fault is not fixed in 2 working days from when you report it to Sky you will receive compensation - give them a call to the clock running. See Customer Auto-Compensation | Sky Help | Sky.com

[Michellek29]

The message says it's an outage and given that business usually plan outages the message seems to be incorrect. 
Nice to know domestic is not a priority but as it seems to not only be me affected I'm sure there'll be business affected by this in the are, I understand businesses will be a priority over domestic (because they pay more) but it's pretty common in the current climate of people working from home especially in weather warning conditions, so this will still be impacting a lot of major businesses. Thanks 

[TimmyBGood]

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@Michellek29 wrote:

The message says it's an outage and given that business usually plan outages the message seems to be incorrect. 

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'Outage' doesn't necessarily imply planning. A central point of failure will undoubtedly affect both business and domestic users and attracts additional resources to resolve, but still takes as long to fix as it takes.