No broadband 11 days and counting

[joeyla2025]

My broadband has been down for 11 days. I reported on the 19th October and the Sky diagnostics said there was a fault outside the house. Since then there has been a message on my Sky account page "Engineer Visit In progress - Coming soon". This has not changed since the day I reported the fault. I made several calls to the Sky support line but I was only told I'm be informed when the fault was fixed, no other update. This is very unsatisfactory as I work from home and have had to open a mobile broadband account while waiting for this to be fixed. Very bad service. 

How can I escalate this and get a timeline on a fix?

[GD1]

@joeyla2025  No ISP, Sky included can escalate repair times, repairs are carried put by the network operator and can be complex.  I'm afraid working from home gives you no greater priority over other customers, you are on a domestic service with all the SLA's it carrries.

If a 100% uptime is needed you need to look either at a provider that provides 4G backup or add this yourself.  All of this will cost extra.

[joeyla2025]

I hear ya, just very frustrating to not even be getting an update on the progress (or lack of) in fault tracking on the Sky account, the same message for 11 days now. It's really bad service even if they are relying on another party to fix the physical fault. Someone should know roughly when this is going to addressed 😞

[Daniel0210]

@joeyla2025 

Openreach are known for not updating their ISPs in a timely fashion. 

Sky usually quote 2 WORKING DAYS as a potential fix time as this is 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 Openreach 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.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.