Internet down.

[Pipp0]

No Internet connection from yesterday. Known area service issue. Can't work, can't watch TV firestick . Can't speak to customer service because it just relays an automated reply about the service being down and cuts off.  Anyone have any  idea how long these things take to sort out. Also, does Sky refund.  Thanks.

[Daniel0210]

@Pipp0 
If you are new to the forum or this is your first post then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

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

Some repairs take longer, for example if a pole or cabinet have been damaged or the road/pavement needs to be dug up (local council authority has to be granted).

◽️

The below 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 based customers.
https://www.sky.com/help/articles/auto-compensation

So 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 increased to £10.34 for every complete day).

Note:
▪️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.
▪️There is no automatic compensation for shorter outages.
▪️Sky broadband discussed on 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.