No connection since 5th April and no updates

[Cb89]

I have registered on Sunday that I have no Internet or phone line yet still on Friday i still have no updates other than awaiting investigation.

I can't reach anyone on the technical number as it goes into a automated response and cuts me off.

I'm losing business as I'm unable to work from home and have no estimate as to what and when the issue will be resolved. Please can someone give me a contact as to who I can speak to as ive no confidence its been passed to openreach to resolve 🫤😮

[GD1]

@Cb89  Using a domestic service for business use is against the T&C's of Sky's Domestic Broadband service.

The fix SLA or domestic broadband is normally 2 working days from reporting it, given it was a public holiday last weekend your working days start from Tuesday.

Only Sky will be able to provide an update, the community can't.

[Stickinfohere]

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@GD1 wrote:

@Cb89  Using a domestic service for business use is against the T&C's of Sky's Domestic Broadband service.

---

Always found that strange, terms state:

"Using Sky Broadband

(a) Sky Broadband is for private use by you and members of your household only. It must not be

used for any activities not reasonably expected of someone using Sky Broadband for domestic

purposes. Sky may use your IP address, technical data from our network and your devices, and

traffic and location data as necessary to check whether you are using your broadband services

in this way."

Yet on their website (domestic, not business)  https://www.sky.com/broadband?p=t

show "Busier homes300 Mbps - 500 Mbps Made for working from home and streaming your favourite shows and sports on multiple devices."

and

• What broadband speed do I need?
  It depends on how many people live in your household and how much internet they use.
  
  If your household has lots of internet activity such as working from home, making video calls, streaming
  on different devices and gaming online, then the faster the broadband you can get the better your
  experience will be."

So you can work from home but it's against the T&C's!

[Skull+Treaty]

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@Stickinfohere wrote:

---

@GD1 wrote:

@Cb89  Using a domestic service for business use is against the T&C's of Sky's Domestic Broadband service.

---

Always found that strange, terms state:

"Using Sky Broadband

(a) Sky Broadband is for private use by you and members of your household only. It must not be

used for any activities not reasonably expected of someone using Sky Broadband for domestic

purposes. Sky may use your IP address, technical data from our network and your devices, and

traffic and location data as necessary to check whether you are using your broadband services

in this way."

Yet on their website (domestic, not business)  https://www.sky.com/broadband?p=t

show "Busier homes300 Mbps - 500 Mbps Made for working from home and streaming your favourite shows and sports on multiple devices."

and

• What broadband speed do I need?
  It depends on how many people live in your household and how much internet they use.
  
  If your household has lots of internet activity such as working from home, making video calls, streaming
  on different devices and gaming online, then the faster the broadband you can get the better your
  experience will be."

So you can work from home but it's against the T&C's!

---

Perhaps if it's your own business, you'll be in breach of the T&C's - but if you have the ability to work from home and it's not your business, its fine?

[Cb89]

I wfh and agree checked t&Cs before signing up otherwise half the population would not be able to work.

Back to my original question how do I get a answer as to the issue affecting more residents in the area than just myself they must know what's happening and communicate updates 🤔 

[Daniel0210]

@Cb89 

If Sky have passed it on to Openreach to fix they may not know any more.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a 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 in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Skull+Treaty]

@Cb89 This ⬆️