Loss of Broadband/Internet

[MartinPe9]

This is the second time my Internet and Broadband has been inoperative. The issue is not at my end. The last time this happened, I was denied Internet access obviously attributable to an external outage which was restored after a few days!!! I was not offered a rebate or explanation.

[Daniel0210]

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@MartinPe9 wrote:

I was not offered a rebate or explanation.

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@MartinPe9 
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS. It would appear you didnt qualify for it. 

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 the Ofcom website:~
So 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.

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 (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.