No broadband since Saturday

[Lorraine271]

I have no broadband for over 24 hours  and no one at Sky will help or can be reached

[GD1]

@Lorraine271  First thing to check is this link to see if there are any outages in your area:

https://www.sky.com/servicechecker

If there isn't try running the line test here:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[TimmyBGood]

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@Lorraine271 wrote:

I have no broadband for over 24 hours 

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Perhaps be aware that Openreach, the monopoly maintainer of the national network, doesn't carry out individual repairs over weekends (although they will tackle wider outages).  An individual fault detected or logged on Friday, Saturday or Sunday is addressed on Monday at the earliest, and the target time to fix extends through Tuesday.

[Daniel0210 · Accepted solution]

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@Lorraine271 wrote:

and no one at Sky will help or can be reached

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@Lorraine271 

Which is it, won't help or can't be reached? 

[Lorraine271]

I have got through today , they say there is an outage ...but everyone else working in street. Cannot advise on cause or fix

[TimmyBGood]

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@Lorraine271 wrote:

Cannot advise on cause or fix

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That's correct: ISP staff have extremely limited access to diagnostic tools.  Realistically you'll be waiting for Openreach to investigate tomorrow or Tuesday.

[Daniel0210]

@Lorraine271 
Once they are aware Sky usually quote 2 WORKING DAYS as a potential fix time because of 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 Openreach / City Fibre need to dig the road up (once they’ve obtained 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 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.
▫️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.