Internet down for a week

[KBBBBB71]

My sky broadband has been mostly down for a week. Occasionally it comes back for a few hours then goes down again for a day or several. Sky identified it as an openreach issue and said they'd raised it. The last couple of days the broadband checker is saying there are no issues. The guy I  spoke to at Sky said there were no issues but it clearly isn't working. The internet light on the router is off. This is driving me spare. No one seems to want to take responsibility. 

[JimM1]

@KBBBBB71 Internet light off on the hub then not connected to the Internet. Have you run a diagnostic service checker for you connection and if it does not find anything it is a call to sky NO matter what! Use the link below for the hub, lights and it will lead you to testing but 2nd link if it does not!

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[KBBBBB71]

I've run all the tests and spoken to Sky twice. First time they told me it was an openreach problem and raised a complaint. Second time they told me they couldn't detect any problems and have booked me an engineer but given lots of other people locally also have  no internet the problem clearly isn't at my house or with my router. My question re compensation for no internet for the past week was shut down. 

[JimM1]

@KBBBBB71 It's a sliding scale, 100 people call up for 100 Engineers, oops it's a common fault, takes two Engineers to fix it and everyone get's cancelled for an Engineer appointment as no need for one, the question regarding compo, link is below!

Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

[Daniel0210]

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@KBBBBB71 wrote:

My question re compensation for no internet for the past week was shut down. 

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@KBBBBB71 
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.

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.