No internet all day in Surrey

[SJ48]

We haven't had internet since around midday today. Called sky and they said they have to send an engineer out but no one can come until next Wednesday. We can't be without WiFi for 5 days! 

[caesarome]

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@SJ48 wrote:

We can't be without WiFi for 5 days! 

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Openreach's standard time to fix such issues are 3-5 working days so a date of next Wednesday will fall into this, if they have been tasked then it will be due to a fault outside of your property somewhere.

[Daniel0210]

@SJ48 
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS ( remember that Monday is a bank holiday),

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. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[SJ48]

It's ridiculous we have to be without WiFi for 5 days. 

I have an autistic child here who is very distressed without the WiFi so what am I to do 

[Daniel0210]

@SJ48 

As stated the normal timescale for fault repairs is two working days which Openreach claim to achieve in more than 80% of occasions. You're just unfortunate that the fault has come at the start of a bank holiday weekend so Wednesday is day two if it was reported yesterday (Friday). 

[Chrisee]

@SJ48 unfortunately there is no way round the problem over a holiday weekend but hopefully but as you are posting on the forum you have a mobile connection so you hopefully can use  a mobile hotspot in the meantime. 

[SJ48]

Yes I am using hotspot at the moment but do not have unlimited so soon it will run out as it's eating through my data very quickly 

[TimmyBGood]

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@SJ48 wrote:

I have an autistic child here who is very distressed without the WiFi

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Unfortunately that doesn't bring any additional priority from the national network maintainer or remove the effect of the weekend and Bank Holiday Monday.