No broadband for 3 days

[Homer2728]

We have had no broadband for 3 days. There is a constant red light on the PON on the open reach box. Spoke to sky yesterday but openreach did not really give a answer as to when this will be fixed

[Chrisee]

@Homer2728 the standard Openreach SLA for dealing with faults on domestic lines is 2 full working days from report so a faulr reported on Monday is not due to be sorted until Wednesday. Around 80% if faults are cleared in the SLA after which compensation is paid see Customer Auto-Compensation | Sky Help | Sky.com

[Homer2728]

Hi

many thanks but the fault was reported on Saturday 

[Homer2728]

Does the weekend class as day 1 also

[Homer2728]

We have had no broadband since the 21stJune. Have spoken to sky who have spoken to openreach but no real answer when this will be fixed

[caesarome · Accepted solution]

@Homer2728 

If Openreach have been tasked to come out then it could be an issue outside of your property and they aim to respond within 2 working days as as the 21st was a Saturday you are probably looking at today or tomorrow before they respond to this issue all things being well.

I have merged your two topics together on this.

[Chrisee]

@Homer2728 Openreach's "working days" are Monday to Friday so faults reports on a Saturday or Sunday (or during a holuday) do not get actioned until the following week. Business lines have better SLAs but of course cost more. All of Sky's broadband services count as domestic unless bought through their business operation which is separate.