Internet outage WF15

[Matt7575]

I'm experiencing my broadband losing signal. It's dropped 3 times in the last hour.

I'm working from home and require a stable connection..  I pay sky enough and have just renewed my contract.

Last night it was the sky signal in Brighton at darts, today it's broadband.

Will I be entitled to a rebate for the inconvenience?

[Daniel0210]

@Matt7575 
If you haven’t done it already use the below link to check to see if there are any problems or outages nearby
https://www.sky.com/servicechecker
(This should determine if there's an identified fault affecting multiple households)

If there aren't any then 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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

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

(For any customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support).

🔳

You won't get compensation for a unstable signal nor for any inconvenience. In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault. 

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 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 you notify Sky of the fault, you will become eligible for it. 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 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

[caesarome]

@Matt7575 

The first thing to check is this link to see if there are any outages in your area:
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.

You would qualify for compensation if you have a total loss of service for more than 2 working days after contacting Sky about it as you can read about:

https://www.sky.com/help/articles/auto-compensation

If this is of no help give Sky a call to report it to them.

[Matt7575]

@Daniel0210 there appears to be an outage in my area.

Still doesn't alter the fact that I'm working from home and require a stable Internet connection. I upgraded my package for this reason.

I'm also a sky glass customer, so if there's no broadband feed, I have no tv.

[Daniel0210]

@Matt7575 

But as stated Sky Broadband is a domestic service so using it to run a business or for wfh does not bring a faster repair. For that you'll need to consider a business subscription which comes at a significantly higher monthly cost.

[caesarome]

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@Matt7575 wrote:

Still doesn't alter the fact that I'm working from home and require a stable Internet connection. I upgraded my package for this reason.

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Then you would need to go with a supplier that provides a business service but even then they could be affected it there is an outage somewhere in you area.

[Matt7575]

@Daniel0210 I'm not running a business. I work from home on a  VPN but still require a stable connection.

When I was with my previous supplier I had the very basic package and never had any problems when i started working from home through the pandemic. Nothing has changed with my equipment except my service provider i was also a sky q customer.

Since upgrading to sky glass & broadband the service has been intermittentat best .

[Daniel0210]

@Matt7575 

But working from home does not bring a faster fix. In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

[MochaMooMama]

I am also WF15, and been having issues all day. Have rebooted router to factory settings and switched off multiple times. Running the connection test just comes back that it's all good when clearly it isn't!