How to get Sky to recognise a network outage?

[BevL32]

We had a network outage affecting about 30 properties (that we know of) in our postcode area.

Openreach claim to have fixed it, but none of us has our service restored. This is affecting Sky, BT and EE customers. Loads of us have contacted our providers to report the issue is unresolved but we're getting nowhere.

Sky keep telling all of us that it's fixed so we have to book an engineer visit to look at our individual connections - so we each have, but no engineer appointments until next week. BT are saying the same.

I can't believe that they don't have software that picks up when multiple customers in a postcode area have reported issues so they can investigate the network!

Does anyone have any tips for getting Sky to escalate it with Openreach? We're already on our 3rd day without broadband and the engineers aren't due to visit for another week.

My kids' homework is all online and I run a business from home - it's ripping through our mobile data.

[Daniel0210]

@BevL32 

On a sidenote …

In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 the Ofcom website:~
So 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.

It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home or running a business.