No internet since last Saturday

[Zaritzki]

No internet since last Saturday, I couldnt reach anyone last wekend, but been calling almost everyday since Monday. Still no update. How long will take just to fix it?

[Daniel0210]

@Zaritzki 
It's unclear whether you've now reported it to Sky?

Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, The below 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 you notify Sky 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).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

[Zaritzki]

I reported the fault last Monday (20th), and it’s still within the SLA with Openair?/Openreach. However, as someone who works from home most of the time, I’m in urgent need of a fix. While I understand it can take 5-7 days, that seems quite excessive in this situation.

Is there no system in place to proactively detect outages in the area or for specific customers? It feels frustrating that the burden is always on the customer to report the issue and then endure the waiting period. I would appreciate if there's any way to expedite this process.

[Daniel0210]

@Zaritzki 

Sky Broadband is a domestic subscription. There is no extra help for customers choosing to use their domestic service for work purposes. The fault will be repaired when it's repaired and Sky will only be able to give you any updates they receive from Openreach. 

[jamesn123]

@Zaritzki 

Its standard proceedure for a customer to report an issue because Sky/Openreach may not know there is one if the issue is as far back as your cabling within the home.

[TimmyBGood]

---

@Zaritzki wrote:

Is there no system in place to proactively detect outages in the area or for specific customers? It feels frustrating that the burden is always on the customer to report the issue and then endure the waiting period.

---

There certainly could be, but realistically domestic broadband subscription at £1 to £2 a day just doesn't generate enough revenue to cover faster response when that's typically boots on the ground (or up a ladder ; )

'specific customers' who feel they have greater need should consider paying more for cellular failover (from an ISP which offers this) or look at business broadband with 'guaranteed' response times (at five to ten times the cost of domestic provision)