No internet

[Treenie]

Friday afternoon Internet cable was cut by Outreach, so no Internet all weekend so far. No one has come to try and fix anything. Sky has made no contact with us at all. Can't talk to a human on the phone or on chat.We have had to dork out money to try and get eifi as my husband works from home.  Not impressed. 

[JimM1]

@Treenie If you do not call sky then they may not even be aware you line is down, but you can check it all.... Sky are not going to call you because the system is down!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby if enough time has passed for a fault condition to be displayed by the software test! This should determine if there's an identified fault affecting multiple households.
https://www.sky.com/servicechecker

[Daniel0210]

@Treenie 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting 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.

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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Treenie]

Yep done all that already 👍

[Daniel0210]

@Treenie 

Then you're just waiting for Openreach (not Outreach) to fix their mess. 

[Treenie]

Yes, sorry. Waiting on open reach to repair. Spoke to open reach technician at damage site on Saturday morning, he said their contractors damaged the fibre optic cable while doing maintenance. Sky and open reach are both aware of the problem but looking today the site is filled over, resealed and workers are gone... Still no internet after 5 days. Recontacted sky via online helpers. Very sorry for problem but nothing to do but wait. But what exciting is a reasonable amount of time to be expected to wait and once that time is passed what am I supposed to do? Can't find a number to call a person and online helpers are abroad and only seem to be able to put notes on the account. I guess this has become the norm.

[JimM1]

@Treenie What connection type are you on, a FF Full Fibre with the ONT, or direct connected to a OR Master Phone socket if you happen to know

[Daniel0210]

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@Treenie wrote:

Can't find a number to call a person and online helpers are abroad and only seem to be able to put notes on the account. I guess this has become the norm.

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@Treenie 

Dial 150 free from your Sky Talk landline although I need to forewarn you that the call will go to the next available agent who may not be based in the UK. 

[Treenie]

Fibre with ont has red light at LOS

[JimM1]

@Treenie Although it should auto recover when light gets back onto the ONT, and if the repair is 100% done well no guarantees to that and IF OR are finished with it all, have you tried powering off the ONT, leave it for 5 mins, back on and if still RED on the LOS maybe OR are still working on it all!

Your landline will be non operational on the fully digital fibre you have, so it's either 150 if sky mobile or your other number when calling!

[Treenie]

Thanks @JimM1 I have been doing this regularly, just in case. I will try again. X fingers... Nope. Red again but I will keep trying. 

[JimM1]

@Treenie Have highlighted above on the other post, off leave then on time is important to let the ONT power decay before the restart off it!

[Treenie]

@JimM1 @No joy

[JimM1]

@Treenie Your in the hands off the OR Openreach repair team now they have to possibly come check if your Fibre is lit and getting the power level required so the ONT does not fault out with the LOS, but if they are still working on it NO one will appear, is anyone else that you know next to you off the Fibre connection and back up connected again, that may let you know some are now connected and working again, Fibre repairs are NO WAY near as easy like a cable fix! There are multiples off different fibre cable types and some off those carry hundreds of fibre cores all having to be matched and spliced depending on the damage, ie a digger can kill many connections just by cutting through a spine cable!