No internet connection for more than 2 weeks

[Ranti]

I have had no internet connection for over 2 weeks in Strood, Medway. I have been looking for evidence of an outage on the news or social media, the reason I have been given each time I contact Sky. But, the Sky app doesn't show any outage in my area and no-one else appears to have reported this ongoing, prolonged and persistent, loss of internet connectivity, at least, that I have found.

[Daniel0210 · Accepted solution]

@Ranti 
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. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting 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 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.
▫️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.

[Ranti]

@Daniel0210 

Thank you for your response. 

I have been made aware of the automatic compensation scheme you have mentioned. Nonetheless, the inconvenience is quite significant considering this has been going on since 15 November.  It affects my working from home but also affects my doorbell and security cameras. The exhaustion of everyone of our mobile data has also led to further financial burden. Yet, there is no indication when this is likely to be resolved. I am just surprised that there isn't more people information about this. And most upsetting, that Sky has not bothered to notify or acknowledge that this is going on unless I (or any other customer) rings up to complain.

[JimM1]

@Ranti Is there anything else that sky knows or is aware about that you are not saying, cannot see them blowing [Removed] lying for a couple off weeks with a ficticious fault condition that does not exist!

Currently, there are ongoing internet issues in Strood, Medway. Users have reported experiencing con...

Moderator notes: Removed rude remark

[JimM1]

@Ranti BT (British Telecom) Outage in Rochester, England • Is The Service Down? UK

Also.

https://www.bing.com/search?q=Strood%2C%20Medway%20internet%20down&qs=n&form=QBRE&sp=-1&ghc=1&lq=0&p...

[Ranti]

@Daniel0210 

Search me! All I have been told on the 4 occasions that I have called is that there is an outage in my area, affecting hundreds (their words, not mine). Initially, I was told the expectation was for this to be resolved within 2 working days (the problem started Friday evening so I had to wait until Tuesday evening to call again). Now, I am just told I have to wait until the issue is resolved before I raise a complaint.

[Daniel0210]

@Ranti 

The repair might be delayed for the reasons mentioned in my earlier post; digging up the road etc. 

[Ranti]

@Daniel0210 

Thanks. I have waited more than 2 weeks. I have learnt to be patient. We'll see.