@Michala7
If there is an outage in your area then there is nothing Sky can do as it will be Openreach who will fixing the issue and normally they aimed to respond within 2 working days but it can take longer if they have to get permission from local councils to dig and roads or paths etc.
Due to the outage you would qualify for broadband compensation credit:
https://www.sky.com/help/articles/auto-compensation
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