Internet

[Carrington64]

So we seem to be having reacuring problems with the Internet we was meant to be having a new box fitted that the Internet cable plugs into and still nothing and that was after the last time we were without no tv or Internet for 3 days and now we having same issue I have mouth and throat cancer and having treatment so I'm spending alot of time watching the telly so this is not good enough

[caesarome]

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@Carrington64 wrote:
So we seem to be having reacuring problems with the Internet we was meant to be having a new box fitted that the Internet cable plugs into and still nothing 

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Do you mean you are upgrading to Sky fibre ?

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@Carrington64 wrote:
and now we having same issue 

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When it is down after midnight to around 6am then it could be overnight maintenance taking place as per this message at the top of the page:
https://helpforum.sky.com/t5/Broadband/Important-Notice-Scheduled-Broadband-Maintenance/m-p/5151847#...

If it still down later then the first thing to check is this link to see if there are any outages in your area, it doesn't always pick up issues straight away so it might be worth trying again later if this is the case:
https://www.sky.com/servicechecker

If your ONT shows a red light then have a read of this:
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

[Daniel0210]

@Carrington64 

You will need to report it to Sky again. 

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

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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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️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.