NO BROADBAND SINCE 12/12/2025

[Stehazza1972]

Our broadband and our neighbours have been out of service since 12th December. 17 days over the festive period without any internet and very poor mobile service has been a real problem especially as i work from home. All SKY is telling me is that openreach are aware and it will be fixed within 2 days, which is horsecrap because this is now 17 days and no sign of any fix. What can we do?

[Daniel0210]

@Stehazza1972 
Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre 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.
▫️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.

[JimM1]

@Stehazza1972 Sometimes you may find a local group can give you an idea to what has happened etc, ie a car wiped out the green street box or downed a telegraph pole, a digger dug up and snapped the main cable, the more complex the job then possibly the longer it is going to take, think the last one here was over 2 months on a major repair as roadworks dug and snapped the main cable, then all kinds off issues on the reconnect, some were getting wrong calls from wrong numbers as cabling just got all messed up!