No broadband in Fulham

[Pedro7]

Since yesterday around noon (October 5th), I have had no internet at home. I've used the available Service Checker which has been displaying the following "There's an outage in your area - we're working on getting you back up and running. It usually takes a couple of days to fix things like this but might be sooner". Having no broadband for over a day is bad, but claming it could take "a couple of days to fix", without further explanation as to what is causing this, is unacceptable service from your company; especially because my partner and I work from home and require internet, same as for many people nowadays. I would like to know what is causing this and an ETA for it to be fixed, as arrangements on my side need to be made dependant on having Internet at home.

[TimmyBGood · Accepted solution]

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@Pedro7 wrote:

 Having no broadband for over a day is bad, but claming it could take "a couple of days to fix", without further explanation as to what is causing this, is unacceptable service from your company; especially because my partner and I work from home and require internet, same as for many people nowadays.

Two working days to fix is the Openreach target  time for domestic broadband: they report to Ofcom that they meet this target for around 85% of faults.

I would like to know what is causing this and an ETA for it to be fixed, as arrangements on my side need to be made dependant on having Internet at home.

Unfortunately that's an unrealistic expectation for a domestic subscription: while using such a connection for working from home is permitted, it doesn't bring any additional priority or support.

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[Pedro7]

Thank you for taking your time to reply, it was quite helpful.

I am not expecting priority nor additional support, I understand that's not feasible. All I'm asking for is a time estimation (from Sky, or Sky on behalf of Openreach) for having this sorted - since I'm paying for a service, and that service is not being provided without an explanation as to why.

[caesarome]

@Pedro7 

Openreach don't give Sky estimates I'm afraid as they work at their own speed so all we can say is hopefully it should be fixed by the end of the week depending on where the fault is and how easy it is to repair.

[TimmyBGood]

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@Pedro7 wrote:

since I'm paying for a service, and that service is not being provided without an explanation as to why.

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Certainly, but the £1 to £2 per day which domestic broadband typically costs just doesn't cover that kind of thing: for ten times as much on a business broadband connection you might get a relationship manager but even then they'd only have the information which Openreach makes available.