No Broadband ME8 8

[RobBrook]

We have had no broadband since 0200 Monday (30/09)

We have had no indication as to when this will be fixed. I know it's an Openreach issue, I've seen them in the area. But doesn't help when Sky have no contacted us at all. We can only use the TV. 

[jamesn123]

Hi @RobBrook 

What shows when you run a line test in the My Sky app & go to Sky status checker?

[RobBrook]

Just says there is an outage in your area.

We're working on getting you back up and running. It usually takes a couple of days to fix things like this but might be sooner.

[Daniel0210]

@RobBrook 

Sky won't contact you direct. The onus is on the customer to contact the isp for periodic updates. 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 notify Sky of the fault, 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 (from 01/04/24 the rates are £9.76 per day).

[jamesn123]

@RobBrook 

Thats the usual message then. Unless Openreach provides Sky with any further updates then unfortunately you wont get any either. Openreach aim to fix most faults within 2 working days but if the job is harder and/or requires digging/a cherry picker/ladders then it can take longer.

[Chrisee]

@RobBrook fomestic ISPs dont normally proactively contact clients but you can of course call,them but in practice they normally cannot tell you anything more than the online messages in the connection test.

Openreach do not provide running commentary on most area faults. Currently there will beca large number of issues caused by the bad weather pluscthe normal number of issues like vehicles taking out poles and cabinets, contractors digging up lines and thieves helping themselves to copper cable. Openreach fix 80% of faults within the 2 working day SLA and psy compensation vis Sky when they dont see Customer Auto-Compensation | Sky Help | Sky.com