No broadband

[Nicknew]

I have had no broadband,tv or phone line since yesterday (17th July) did all the routine guide lines (still no broadband) contacted Sky ,they detected a issue outside my property and the next available date for a engineer will be the 28th July 2026 . Absolutely stunned in this modern era it takes 10 days to not only get an engineer out to fix the issue, but they expect you to go without the basic services they are supposed to supply. Discrutled customer 

[daveNOS]

@Nicknew Unfortunately faults happen and when they do Sky are entirely reliant on Openreach or City fibre to solve them, you will be entitled to the automatic compensation scheme as they will have gone passed the 2 working day target time, if you reported the issue yesterday then it will kick in from Wednesday and is £10.34 per day till it is fixed.

[Nicknew]

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@daveNOS wrote:

@Nicknew Unfortunately faults happen and when they do Sky are entirely reliant on Openreach or City fibre to solve them, you will be entitled to the automatic compensation scheme as they will have gone passed the 2 working day target time, if you reported the issue yesterday then it will kick in from Wednesday and is £10.34 per day till it is fixed.

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Hi
My contract is with sky ,they are my provider,anything outside that is not my problem,I just won't the service I'm paying for 

[Daniel0210]

@Nicknew 
As stated by @daveNOS 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.

[daveNOS · Accepted solution]

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@Nicknew wrote:

.Hi

My contract is with sky ,they are my provider,anything outside that is not my problem,I just won't the service I'm paying for 

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@Nicknew I get what you are saying, but you are getting the service you are paying for, no provider can offer a fault free 100% uptime service, it's simply impossible to do.

[Nicknew]

And you don't work for sky ?

[Daniel0210]

@Nicknew 

Correct. 

See this article in the About section from the top of the forum page. You'll see that we are customers just like you as the bold type under our user name explains.

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers