My internet is down in chesterfield

[Grants2025]

Surely that's a Hella lot of people though, so need to implement a fix asap??? Not 5 days?

[Cantwait2switch]

Working fine down the road.... So not everyone.

[Daniel0210]

@Abs871 
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 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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.

[jb80]

1000s of people, I'd expect it'll get fixed sometime this evening.

When the service checker was saying there was an area outage that was as openreach were investigating.  They've identified it's not a fault with their equipment which is why the area outage no longer shows. It's with BT Wholesale (who run some routing hardware which is critical to getting working internet regardless of which provider you are using), they should be investigating and fixing now but there is no public way to track that.

[jb80]

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@Cantwait2switch wrote:

Working fine down the road.... So not everyone.

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Are they on full fibre or ADSL as the issue only applies to full fibre connections.

[Cantwait2switch]

Full fibre. Exactly the same package as we have.

[JustinAxe]

Full fibre Derby road, no Internet. Internal network still functioning. Indian fellow obviously had no idea of the fault as sky is showing no fault. Engineer booked in for Monday evening. My daughter isn't pleased. I pay a lot of money for this, not impressed. 

[jb80]

Still not working

[Grants2025]

Same, still down. anyone have the contact number to call?

[Cphill]

We're not working either. Hady 

[EL1826]

Still down for us too. I have literally just switched to SKY and full fibre due to outages happening regularly with previous provider. Was working fine Friday up until 5pm. No internet since. I cannot find a number to call. Any suggestions? Or do we just have to wait? 

[Daniel0210]

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@Grants2025 wrote:

Same, still down. anyone have the contact number to call?

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@Grants2025 

I doubt Sky can tell you anything this other than Openreach are aware of it. Openreach don't work on individual faults over a weekend but something covering a large area and a lot of customers using various ISPs would be prioritised. 

[Grants2025]

Maybe so but in terms of the compensation scheme we have to have made contact ?

[Cphill]

automated message when you phone. They're aware of an issue in this area and will send a text when it's resolved. They did this yesterday and still not resolved 😡

[Daniel0210]

@Grants2025 
Some repairs take longer, for example when Openreach need to dig the road up (after getting 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 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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.

▫️

The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.