No internet access for 6 days

[MC84]

When will my Internet back on

[TimmyBGood]

@MC84 

Unfortunately no-one in the forum can tell you that, and for broadband circuit issues Sky will typically only have as much information as Openreach (or the equivalent in RoI) will tell them.

[Daniel0210]

@MC84 
Sky usually quote 2 WORKING DAYS as a potential fix time as this is the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in 85+% of cases.

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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

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.

[MC84]

I'm just astounded that Sky can't tell me when Internet will be working. It's been off since Friday night. 

[Daniel0210]

@MC84 

Sky won't know that until Openreach / City Fibre tell them it's fixed.