No broadband for 4 days now !!!!

[Carol169]

I have had no WiFi for 4 days now, i work from home so this is a major issue!   

I have tried contacting sky but as yet haven't been able to speak to anyone- all I get is recorded message saying they are aware of an issue in my area and it should be sorted in a couple of days - well I think 4 days is unacceptable and most definitely not just a couple of days!!  Anyone else having issues?

[Daniel0210]

@Carol169 
The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS. So if the first day of the fault was on Sunday that doesn't count.

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.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.