Disgraceful

[Mullen7505]

Why have u had the telephone pole taken down without even warning us, 24 hours without connection is disgusting without even letting us know, just dropping the broadband that day, I hope we get compensation for the down time, as u have no problem getting ur money on time.

[Daniel0210]

@Mullen7505 
This is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

We have no idea why Openreach removed the pole. It's not something Sky have a say in.

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 April 2026 the rate has increased to £10.34 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.

[GD1]

@Mullen7505  You do know that Sky have nothing to do woth any telegraph poles, they are owned  by the Network Operator Openreach.

Sky would have no say in this nor would they have any knowledge as to why it's been removed, Openreach will no doubt have a valid reason.

[caesarome]

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@Mullen7505 wrote:
Why have u had the telephone pole taken down without even warning us, 

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@Mullen7505 

A telephone pole has nothing whatsoever to do with Sky so whatever has happened is nothing to do with them as they are owned and maintained by Openreach.

Compensation credit is payable is you have a loss of service as you can read about here:

https://www.sky.com/help/articles/auto-compensation