No internet still

[racheldr]

Been without internet since yesterday around 2pm how much longer as doorbell cctv etc doesn't work

[caesarome]

@racheldr 

The first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

[racheldr]

Outage since yesterday but was told would be back on by 8am this morning

[JimM1]

@racheldr Looking like what you where told is appearing to be more complicated for the fix whatever that is and is taking more time to get completed, as you are saying it's a known fault then it is all just a wait and see until it all get's sorted!

[racheldr]

Yes sit and wait but I have a feeling something has happened to the router as Orange light permanently on, im hoping im wrong, well only another 27hrs and can contact them and see what they say and if engineer needed.

[JimM1]

@racheldr Have you run the service checker? It indicates when an area specific fault is detected that sky have been informed about!

[racheldr]

Just says fault in the area 

[JimM1]

@racheldr Then that is what is required, otherwise you would have loads off Engineers running everywhere trying to home visit for a fault that is one central point!

[racheldr]

So you mean wait another 27hrs which will be 2 days  and then they will get an engineer to me?

[JimM1]

@racheldr You will NOT get an Engineer!

Edit:- take a read at this link for an example! Sky FTTP Area Outage or Is It Only Me? | Sky Community

[racheldr]

• OK so how long until one will come or it gets sorted as also been told could be router when its orange light

[JimM1]

@racheldr Area Fault reported then it TRUMPS your orange light, you either believe what the checker tells you or you don't, if you do not think so then call sky to have them confirm or not!

[racheldr]

Thanks will just wait another day and call them as thats what it says and hopefully can be resolved,  don't know how that person put up with nearly a month without Internet 

[Daniel0210 · Accepted solution]

@racheldr 
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.

[racheldr]

Thank you