How to find out when my broadband will be back up?

[RMoores]

My friend has had no internet for more than 10 days after a petrol tanker exploded and took out a telegraph pole. When she tries to get an update, her phone calls just get "we are aware of the outage in the area," and she can't get to speak to someone for an update. 

Any suggestions?

[caesarome]

@RMoores 

Other than this:

https://www.sky.com/help/servicestatus/your-services/broadband

There is no way to find out a date as Openreach are those responsable to fix this and the mmore damage the longer it will take I should imagine.

She would qualify for compensation credit once her internet has been restored:

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

[RMoores]

Must be some way to get an update. It's hard for her to check service status with no internet!

Thanks though.

[RMoores]

Openreach says, "Contact Sky," and Sky doesn't want to be contacted. This lady is disabled, lives on her own, and now has no internet or TV (internet-based!) due to this. Surely it's not too difficult for someone at Sky to find out what's going on. The explosion was on 14th April.  Her neighbour was told on 28th April for reconnection (not a Sky customer) - nothing has happened. Compensation is all very well, but it won't get her back in contact with the outside world. She has a phone, but her eyesight means using it for the internet is not really an option. 

Grr!

[caesarome]

Contact options including a overnight chat service can be found here towards the bottom of the page:

https://www.sky.com/help/page/   broadband-digital-hub

(Make sure there is no gap in the link).

[Chrisee]

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@RMoores wrote:

Must be some way to get an update. It's hard for her to check service status with no internet!

Thanks though.

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@RMoores actually there isn't because Openreach do not give a running commentary on faults to their customers who are the Telcos like Sky who in turn can only tell you what they know. Often the enginnerrs doing the work do not know themselves how long a job will take before certain lines are reconnected. 

Where there is an issue like a pole being down tge repair is fsr from simply slapping a new pole in the ground and connecting a few wires. It will require multiple steps and depending on what the pole carried 10 days is not long especially as Openreach do not keep engineers and equipment on standby. Out modern interconnected world is only as strong as its weakest part which can be affected by a vehicle hitting a pole, thieves stealing cable or a digger driver hitting a buried conection. Fortunately we usually have a back up of mobile networks.

local media is usally the best source for knowing what is happening.