No internet or wifi

[Mrs+Foz]

Suddenly no broadband or wifi connection 

all lights green on white hub 

spent over two hours on chat and no engineer until 14 th September 

is this a usual  timescale? 

[Daniel0210]

@Mrs+Foz 

That seems extremely long. Are you sure it was September? 

Sky will usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once they’ve obtained 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. 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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Mrs+Foz]

Definitely September. It was down for about 15 days in July due to a pole being knocked over down the road 

we did get 10 days compensation but didnt cover friday to weds when it was reported 

maybe its because we live in a very rural area? 

[caesarome]

@Mrs+Foz 

Compensation doesn't kick in until two days have past since the issue has occurred and also does not include weekends.

[Mrs+Foz]

I know that but as i reported it today  it will be Tuesday before it applies so 5 days with no compensation 

[TimmyBGood]

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@Mrs+Foz wrote:

so 5 days with no compensation 

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Compensation is back-dated to the time of failure: however it's not actually credited to the accountant until weeks after the fault is resolved.

[Mrs+Foz]

Wierdly alexa is working ??

on the app says connected to out wifi??