No Broadband Service

[Johnoc23]

It's been over TWO WEEKS since the storm and we still have no broadband service. I have logged the fault and heard absolutely NOTHING back from sky. No surprise there. Both my wife & myself work from home on certain days of the week and because we have been unable to do so it is costing us stupid amounts of money for childcare because we now have no option but to work on site. When will Sky fix the problem or at the very least end their inept silence & contact their customers to let them know what is being done about it. We are far from the only customers in this area who are in the same situation. And to top it all off, of course, they sent their latest bill without any discount or way of apology. 

[TimmyBGood]

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@Johnoc23 wrote:

We are far from the only customers in this area who are in the same situation. 

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Wouldn't that be a bit of a clue that it's a complex storm-related infrastructure failure which is proving difficult for the national infrastructure maintainer (Openreach in the UK or their equivalent in RoI) to remedy?  

Sky and all other similar ISPs are not responsible for that kind of work, and indeed are forbidden from tackling it: they only get updates when the maintainer sees fit.

[Daniel0210]

@Johnoc23 
In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, 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 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 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). As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

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