Internet outage since 02/07/2025

[ATCcap]

My internet has been off since Tuesday 2 July

Sky answerphone automatically knows who I am by my phone number and says they are aware of an issue in my local area

they will text me when service is back up

no way of speaking to an advisor and they say goodbye

its into a 3rd day now and no update 

This is not good enough

[Daniel0210]

@ATCcap 

The issue will have been passed to Openreach to investigate and fix. Sky can only update you on information OR give them.

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[ATCcap]

Thanks for your rapid response Daniel

i guess I will just have to wait for it to get fixed

[Daniel0210]

@ATCcap 

If Openreach need to dig up the road or pavement as part of the repair they need to seek permission from the council then organise a team to carry out the work. 

[ATCcap]

Thanks again

[ATCcap · Accepted solution]

Internet now restored and text from Sky confirming resolution of the outage