No Broadband

[NM16]

Broadband went down yesterday 12.00 reported, apparently it's outside the home. Engineer booked, no updates, no way to get an update, working from home is challenging and Sky offer no assistance 

[Daniel0210]

@NM16 

The assistance is that they've passed it to Openreach to investigate and fix. 

Sky normally quote 2 WORKING DAYS as a potential fix time so there won't be any update yet. This is the service level agreement in the UK between ISP’s and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases.

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.

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.

[NM16]

.Thank you, it just seems to take an age to resolve

[Daniel0210]

@NM16 

Sometimes these things take a while, for instance if OR need to dig up the road or pavement they have to obtain permission from the council then get a crew and equipment to carry out the work.