Neighbours shed has wiped out the cable wire to mains

[Li24]

Cable to internet by lines have been wiped out from neighbours  shed that has damaged our lines help? No internet no sky and yet says still working when this down I am using other network provider to write this message help. 

[GD1]

@Li24  You'll need to call Sky to report it.

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.

[Daniel0210]

@Li24 

You will have to contact Sky to report it. They will pass it on to Openreach (if you're in the UK). The lines will be extremely busy due to the disruption and damage caused by Storm Eowyn which will also lengthen repair times.,

[Li24]

Yes contacted sky reported the lines were wiped

out damaged and no access to phone line internet and services was told 2-3 days wait for an engineer, 

will sky compensate the fact that the time there taking re inburse for paying over a large amount 

a month for a service that does not work for the days the have left me with no services. How do I go about getting compensation for their wait? 

[daveNOS]

@Li24 2-3 days is not a delayed time, Openreach's target fix time is 2 working days and that only starts the working day after the fault is reported, so if a fault happens on a weekend that gives them till Wednesday to fix before compensation is due, should it take longer you will be entitled to the daily rate from the automatic compensation scheme. 

[Chrisee]

@Li24 any compensation due is calculated and credited automatically see Customer Auto-Compensation | Sky Help | Sky.com

given the issue was caused bu your neighbours property you may have a claim against their insurers.

[Daniel0210]

@Li24 
Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault which is probably why that time frame was given but after the storms that could be lengthened. 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 01/04/24 the rates are £9.76 per day).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

[Li24]

Yes the shed tore down the line from the main mass to my building when the winds were high and if sky we're able to come out to fix the issue yesterday I wouldn't have been waiting for 2 days now without any services 

[Chrisee]

@Li24 oddly the engineers are rather busy at the moment cant think why myself. The 2 working days is during normal times not after one of the worst storms for 10 years. 

[Daniel0210]

@Li24 

Your duplicate thread has been removed. You already have this one covering the same question re compensation. 

[daveNOS]

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@Li24 wrote:

Yes the shed tore down the line from the main mass to my building when the winds were high and if sky we're able to come out to fix the issue yesterday I wouldn't have been waiting for 2 days now without any services 

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@Li24 Expecting same or next day repairs is entirely unrealistic especially when there has just been a major storm, your service has no greater priority for repairs than any other customers and due to that you will have to wait for Openreach to attend and if thats 2 or 3 days then thats what it will be.

If you need a quicker service then you will need to look at a service that provides it, it will cost you significantly more than you are currently paying and will almost certainly be a business grade service and not a domestic service which Sky provide.

[TimmyBGood]

@daveNOS @Li24 

Even business leased-line users paying hundreds of pounds a month won't be getting immediate response after a storm of this scale: the providers will just fork out the daily penalty fee for failing to attend within the number of hours specified in their contract.

[GD1]

@TimmyBGood  I dare say they ewill have invoked Force Majuere in any case which would negate the need to payout in such cases.

[Li24]

Yes understand all what the first 2-3 users  have said and thankful for your responses you answered the question.
but for the other comments to follow (no need for any further commenting.) 

from another customer of another provider they had their damages fixed yesterday which asked why...  they were taking so long (high winds or not or wait times they got it fixed!!! )
Whilst myself an a few others are having to wait for a service to be repaired and still pay for waiting.  Very frustrating. 

please be mindful of peoples circumstances and don't assume they are asking to be fixed immediately.  A lot of people in same situation and can understand the frustration.