Local Outage In My Area

[Jackreeves97]

Hi all,

There's been a reported outage in my local area since the 20th of August at 5PM. This issue has not been fixed as of writing this.

Is there a number I can call to get more detailed information of whether this issue is actually being looked into? Currently I've only got the vague "will be fixed in a couple day" on the Sky app.

Additionally do I need to do anything to start gaining compensation as Sky are aware of the fault due to the error message being displayed in the app.

Thanks,

Jack

[Chrisee · Accepted solution]

@Jackreeves97 most area outages are within the local Openreach or City Fibre network where the app tells you Sky are aware of the outage it is because the network operatir has infotmed them. What does not happen is Sky is given feedback on what is wrong and how long it will take to fix. The 48Hours is based on the standard service level of 2 full working dats from report for domestic lines not on information about your outage. Openreach fix 85% of faults within that time.

Technically an outage on Thursday 20th wont exceed that standard until the end of today Monday which is the third working day. However it is likely engineers would have been working over the weekend. Compensation should start to accure from tomorrow as explained here Customer Auto-Compensation | Sky Help | Sky.com Sky operate the Ofcom approved compensation scheme.

Regarding getting reliable updates you are stuck as Openreaxh dont deal with the public and Sky kow nothing more tgan the app tells you. Local media sometimes can be helpful.

[Jackreeves97]

Thank you @Chrisee very helpful!

[Nads131]

I've been having the same issue since the 18th August. No calls out and no calls in. 

I just keep getting texts daily stating the same thing....

SMS 1. Sky Mobile Network Update: SA....

We're working on the issue in your area and will be in touch within 48 hours.

For connection tips: sky.com/stayconnected

SMS 2. Sky Mobile Network Update: SA

We're still working to fix the issue in your area and will be in touch within 5 days, or sooner if it's fixed.

 I've had a text like this every day since and it's absolutely ridiculous. 

[Chrisee]

@Nads131 what do you expect Sky to do? There is a fault that is being worked on by the network operator which will be affecting any customer of an ISP using that network. That repsir will take as long as it takes unfortunately. Neither Openreach or City Fibre provide running commentary on network issues.

[Nads131]

What do I expect Sky to do? Well considering I pay them for a service that they aren't providing, I expect compensation. 

I don't just give a company my money for fun, for services that do not work. I'm in a situation where it's imperative for my phone to have both outgoing and incoming calls. This has been going on 10 days. 

Absolute joke. 

[Daniel0210]

@Nads131 
Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

▪️

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. 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 for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Hoodedclaw666]

We get your generic response. I still have no fibre. Well over 7 day's. Totally unacceptable 

[Daniel0210]

@Hoodedclaw666 

It is a very frequently used response and it was also posted on your thread. The response on here was for the benefit of @Nads131 

[TimmyBGood]

---

@Nads131 wrote:

 I'm in a situation where it's imperative for my phone to have both outgoing and incoming calls. 

---

No telecoms company can guarantee uninterrupted service: the topology of the cabled network makes that impossible.

[Nads131]

I've tried to get in touch both online and well, phone is out of the question. 
Can't help but get even more angry when you are trying to get help and you get to a page where it says - do you have another phone to call us on. No I don't and because I can't check this box it gives me no option to get help and I'm back where I started. 
I've been reporting these issues for so long I'm sick of it all and I just can't wait to leave. Even the WiFi calling doesn't work. 
But trying to call the emergency vets last night and couldn't get through, livid doesn't come close. 
Yet another text today saying they're working on it. Not good enough. 

[Nads131]

I know that. 
But I've never had so many problems since moving to Sky. Sky are the problem.
The other companies I've used over the years manage it.  Just not Sky. 

[Tommy2]

That is partly inaccurate @Chrisee Sky do sometimes get updates from Openreach, maybe not in every case but in some cases they are given updates about what is going on. We have had several interruptions in service over the years mainly due to cable theft which gave us several days without service.

@Jackreeves97 I hope you get service again soon, I know its very frustarting not being told whats going on, it may be worth aksing sky for an updtae and seieng whats causing the fault but, as others have mentioned sometimes a fix isn't straightforward as requires more work behind the scenes.