Loss of service

[Heather861]

We have had a tree fall in our garden and snap the cable do have lost internet we have 3 children one with a sever autism disability who needs his iPad for keeping him calm I have contacted open reach dnd they can't do anything and have told me to contact yourself can you please help us out. 

[GD1]

@Heather861  You will need to call Sky to repor the outage.  They will be open  during these times

• Christmas Day (25^th December) opening hours are 0900-1800 (UK time).
• Boxing Day (26^th December) opening hours are 0800-2000 (UK time).

And normal hours from 27th t  31st Dec.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[Heather861]

Thank you for the reply Is there nothing we can do or call tonight? My son is in full meltdown 😔 making this a great Xmas eve 

[Daniel0210]

@Heather861 

The call centres closed at 1800 today. You need to report it to Sky who in turn will notify Openreach. Their target fix time is 2 working days from being informed so you're unfortunately looking at Thursday at the very earliest. 

[TimmyBGood]

@Heather861 

Unfortunately any individual circumstances don't change the complete absence of Openreach availability for domestic repairs over the next two days 

[Hants-bird23]

We have also lost service since 9pm last night and also have an autistic daughter who is reliant on the internet to regulate! The power outage been reported but no time scale on when it will be back up and running! Absolutely appalling over the Christmas period when you need the internet the most for gaming, streaming TV etc! Now on 24 hours of no internet and not looking likely to be back on anytime soon! Presumably I can claim compensation for the lack of service?! 

[Daniel0210]

@Hants-bird23 
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 you first report the fault 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.

[Hants-bird23]

Thank you but I'd rather have my internet fixed at such a crucial time for it not to be down! What do we do Christmas morning when our children open presents that require WIFI? I've only been with sky since September and I am extremely disappointed how this has been handled. As you've said above, your looking at Thursday (2 working days) but in our case nearly a week without internet! Absolute carnage for us as a family with a child who has a disability and relies on internet! 

[Daniel0210]

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@Hants-bird23 wrote:
Presumably I can claim compensation for the lack of service?! 

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@Hants-bird23 

My response was in reply to your question above. Unfortunately there is not a lot you can do til tomorrow. If it's still down in the morning call Sky.

If you have to call Sky we’ve been informed the phone lines will be open:
Christmas Eve ~ 0900 til 1800
Christmas Day ~ 0900 til 1800
Boxing Day ~ 0800 til 2000
New Years Eve ~ 0900 til 1800
New Years Day ~ 0800 til 2100
Other days will be normal hours.
▪️
Social Media operating hours on the Bank Holidays will be:
Christmas Day ~ 0900 til 1800
Boxing Day ~ 0830 til 2000
New Years Day ~ 0830 til 2100

[TimmyBGood]

@Hants-bird23 

Irrespective of personal circumstances, there is nothing any ISP could do to restore service until Openreach network maintenance staff are working again on Wednesday. Domestic broadband carries no availability guarantee at all: in the future you may wish to consider a service which has failover to cellular data as an (extra cost) option.

[Hants-bird23]

Yep and a merry Christmas to you too! I take it you don't have a child with additional needs but that's ok, I will call sky in the morning (again)! Thanks for the info! 

[Daniel0210]

@Hants-bird23 

I know the timing of this is very inconvenient but in case you're not aware I’m afraid you are not contacting Sky Customer Services on here. This is a customer to customer forum where we try to help each other. We can only offer the advice that's available. 

[TimmyBGood]

@Hants-bird23 

Actually I do, but that doesn't change the fact that there is no provision for Openreach support with domestic broadband over weekends or Bank Holidays: as @Daniel0210 indicates you'll need to persevere with reaching the (limited) Sky call centre service available on Christmas Day to get onto an Openreach job queue for later in the week.

Sky does not offer a failover to cellular data on home connections: personally I choose to pay rather more each month to use an ISP which does, and I'd suggest that's worth considering where household circumstances mean continuity of service is a priority.

[Heather861]

Thank you for you help on here this a great thing for customers to give eachother help and give advice based on experience. I have got it all sorted now, open reach came out lastnight and tidied the wire but he found the other side (we had no luck ) so we know where it is and it's an easy connect 2 wires together but the engineers can't climb in the dark for obvious reasons. 
merry Christmas sndcthsnx again 

[GD1]

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@Hants-bird23 wrote:

We have also lost service since 9pm last night and also have an autistic daughter who is reliant on the internet to regulate! The power outage been reported but no time scale on when it will be back up and running! Absolutely appalling over the Christmas period when you need the internet the most for gaming, streaming TV etc! Now on 24 hours of no internet and not looking likely to be back on anytime soon! Presumably I can claim compensation for the lack of service?! 

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As has been advised elsewhere in the forum the time of year has no relevance to faults, they will & can happen at any time of the day, week, month & year.   Your personaly circumstances don't change the network providers response times I'm afraid.  Which would be 2 working days from the day it's reported, so unless it's a network fault already being worked on, it's likely to be Thursday at the earliest for resolutuion.

Those timescales apply to all ISPs who provide a basic domestic service.