Know land line or broadband

[Leigh-]

My sky went off today and it still my wife has to do course from and this not acceptable know commion or text message find out by looking on my sky app and now all security cameras not going to work hon much longer not keep us updated at tall 

[Leigh-]

So you are not giving any update or why this is happen just we are sorting it and may couple of days etc 

[TimmyBGood]

@Leigh- 

Two working days is the Openreach target time to resolve domestic broadband faults.

Domestic broadband subscription of £1 to £2 per day just doesn't come with any particular service level guarantee, fault tracking or incident reporting: you might get that on a business grade leased line at ten times the price.

[Daniel0210 · Accepted solution]

@Leigh- 
In case you haven't yet realised this is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

As stated by @TimmyBGood once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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.