No internet for 5 days-recompense?

[KezzaW11]

So it turns out that not having any internet is due to a fault caused by BT Openreach. Apart from the obvious issues of no internet, such as watching the TV we want to & general internet use, I'm a homeworker! 

Has anyone had this issue & been recompensed for having no internet? 

[daveNOS]

@KezzaW11 You would only be eligible for the automatic compensation scheme and nothing else(and that's provided you reported the issue to Sky).

The fact you where unable to work from home is irrelevant as Sky only supply a domestic only service. 

https://www.sky.com/help/articles/auto-compensation

[KezzaW11]

Thank you. I did call Sky today to ask them why I had no internet & they kept me on the line whilst they spoke to BT Openreach. Would this automatically entitle me to the refund or will I have to call Sky again tomorrow? 

[Daniel0210]

@KezzaW11 
The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults 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.

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