No broadband for 2 weeks

[Kevin59]

Recently moved and engineer came and set Sky Q up and was working fine. 2 weeks ago message was showing no Internet connection.  On automated call Sky say there is an outage but surely not for 2 weeks. Any advice?

[Daniel0210]

@Kevin59 

Give Sky a call to see if they've had an update from Openreach.

Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

▪️

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. 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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[daveNOS]

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@Kevin59 wrote:

Recently moved and engineer came and set Sky Q up and was working fine. 2 weeks ago message was showing no Internet connection.  On automated call Sky say there is an outage but surely not for 2 weeks. Any advice?

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@Kevin59 The length of an outage depends entirely on what's caused it and where the issue is located, if Openreach or City Fibre need to dig on public land/road/pathways then it can take a while to get the relevant permissions to do so.