I have had no fibre for 18 days. How can i fnd out when it will be repaired

[Darren661969]

I have had no fibre for 18 days. The cable I'd down in the lane. I cannot seem to contact anyone. Just automated which is no help. I need to know when it will get repaired. I use sky stream so no tv for 18 days either. It doesn't seem fair.  Can anyone help?

[caesarome]

@Darren661969 

Have you checked the service checker here:

https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them so they can look in to this for you.

[Daniel0210]

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@Darren661969 wrote:

I need to know when it will get repaired. 

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@Darren661969 
Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting permission from the local council).

▪️

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 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.
▫️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.

[Darren661969]

Its now 22 days without Internet. The fibre cable is on floor broken. Waiting for openreach to fix it. So frustrating. Sky haven't not been any help, very hard to contact and find out what's going on. Not happy with support at all.

[Daniel0210]

@Darren661969 

Sky can only provide updates if Openreach have provided Sky with one. 

As for contacting Sky these are the current methods for contactinhg and depending on the issue some will be more appropriate than others …

🟢 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🟡Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed at a weekend.

[Darren661969]

 

[Chrisee]

@Darren661969 although I am not sure quite what Sky can do as Openreach does not keep them informed butI am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See here for more on the excalation process My Post Has Been Escalated – What Happens Next on Sky Community

[Brill+Gill]

Hi @Chrisee, thanks for escalating this. We’ve sent @Darren661969 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.