Known fault. ...

[SoVeryTired]

No internet all day. No compensation told fix could take upto two days. 

When pushed on why just got told the engineers are aware.

Myself and my partner both work from home. Kid is on school holidays. 

Usless

[Daniel0210]

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@SoVeryTired wrote:

No internet all day. No compensation told fix could take upto two days. 

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.
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 the fault is first reported to Sky, 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 (new rates from 01/04/24).

When pushed on why just got told the engineers are aware.

Myself and my partner both work from home. Kid is on school holidays. 

Sky broadband is a domestic set up so wfh has no relevance to fix times. Openreach aim to fix faults within 2 working days from being notified. 

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[TimmyBGood]

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@SoVeryTired wrote:

Myself and my partner both work from home. Kid is on school holidays. 

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No domestic ISP can guarantee connection unless the user chooses to subscribe to a service with failover to a cellular connection in the event of Openreach network issues: that's not an option Sky currently offers.

As @Daniel0210 indicates, the Openreach target for domestic support is a fix within two working days of notification by an ISP, starting the next working day morning. They report to Ofcom that they achieve this for around 85% of broadband faults.

[SoVeryTired]

Still below par. If it's a flight I would be comped for the hotel I would have to stay etc. 

Here I now have to either rinse my hotspot data, or go to a coffee shop with kid on the off chance the internet is working.

Domestic or business still disappointing to say the least.

But thanks for your "non employee" super user update.

Please note that I'm generally annoyed as in any other circumstance this would be **bleep** poor 

[TimmyBGood]

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@SoVeryTired wrote:

Still below par. If it's a flight I would be comped for the hotel I would have to stay etc. 

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That would be because the airline industry is regulated differently to the ISP business. As indicated above, the relevant compensation scheme is defined by Ofcom.

[SoVeryTired]

As I have worked in both the tech industry and in aviation I will agree with you yes they have different bodies 😊 (Removed)

However four 9's uptime is pretty common for uptime.

But thanks for the explanation it was extremely valuable 

Moderator note: Removed Inappropriate comment

[Chrisee]

@SoVeryTired you can buy services with better SLAs if you want but they cost several times more of course you have bought a domestic service which has low priority and cost . However In this case where there is an area issue the fault will take the sametime to be fixed all that changes is when compensation is payable.

To get "4 9's uptime" on the UK  phone network much of which is decades old is an impossibility which is why installations that require such services invest in multiple network connections using different routes wherever possible. Full fibre does improve things a lot but is still vulnerable to damage from storms or just someone with a JCB being careless where they dig.. 

[TimmyBGood]

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@SoVeryTired wrote:

However four 9's uptime is pretty common for uptime.

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In controlled indoor conditions (preferably an air-conditioned server room), quite possibly: discontinuity will be for rebooting after software updates.

Less than one hour per year downtime on worn-out Openreach copper 'phone' pairs, flooded ducts, roadside cabinets and wooden poles with overhead cable exposed to storms and trees, not so much.

[Chrisee]

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@TimmyBGood wrote:

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@SoVeryTired wrote:

However four 9's uptime is pretty common for uptime.

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Less than one hour per year downtime on worn out Openreach copper?

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We can all dream when I was involved in setting up a national network for the charity i worked for the best we could get for a  reasonable cost from BT business was 98% or roughly one week a year down. 

[TimmyBGood]

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@Chrisee wrote:

We can all dream when I was involved in setting up a national network for the charity i worked for the best we could get for a  reasonable cost from BT business was 98% or roughly one week a year down. 

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To be fair, Openreach did attend site within the 12 hour target time we were paying a huge premium for when a named storm dropped a branch through our BTNet business fibre leased line. 

Unfortunately they couldn't actually find anyone to fix it for the next eight days.