Internet disruption

[Salema]

Hi It seems there is an issue directly outside my house according to messages from Sky but there is no sign of an engineer these last few days and now my Internet has dropped completely. Please help. Thanks Salema

[caesarome]

@Salema 

What does it say here:
https://www.sky.com/servicechecker

[Salema]

Hi 

It says there is a problem with my WiFi, broadband and sky Q. 

Thanks 

[caesarome]

Does it say the issue is outside of your property ?

[Salema]

It says an engineer has been called. I had a text yesterday saying an open reach engineer will come to fix something outside but no details of when. And in the meantime my services are disrupted. Please help to escalate. I've had months of intermittent services across all 3 things mentioned. I pay good money but not getting a reliable service so pleasw help fix the external issue. I dont know what it is. 

[Daniel0210]

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@Salema wrote:

It says an engineer has been called. 

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@Salema 
Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once they’ve obtained permission from the local council).

[Salema]

So it will be 2 days tomorrow. Shall I escalate again then. Or will you escalate again tomorrow please? 

[Daniel0210]

@Salema 
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

Sky, and therefore Openreach, appear to be aware so there's nothing to escalate.

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. 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 for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.