No internet since last week

[fraserh]

I've now been without internet at home since Thursday 13th. I have checked the service issues and it appears there is an outage in my area. I reported this and requested an engineer. How can I find out even an estimate as to when this would be resolved? Trying to speak to an actual person at Sky is just about impossible. 

Thanks

[Daniel0210]

@fraserh 

You will need to call Sky to see if they've been updated by Openreach. 

In the UK 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). There is no equivalent scheme in place for customers in the Republic of Ireland.

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

[fraserh]

I have tried calling Sky - just reach an automated message telling me there is an outage in my area and that the agents have no further info. 

[fraserh]

And still no reliable internet connection. Was down from Thursday 13th until lunchtime Wednesday 19th. Had a few hours of working service before going off again. Worked again Thursday 20th morning for about 4 hours and again in the afternoon for about 4 hours before going off. Back to no service again today. Once again showing as an outage in my area - however I can't speak to anyone at Sky as calling the number gives me an automated message saying we know there is an outage and none of our agents have any more information. So more than a week now with a max of about 12 hours working!