No internet

[JokesieQuinn]

Since a huge lighting storm on Thursday I've had no internet. I've tried every tip and trick to get it back but no luck. Contacted Sky and they did their checks confirming an external fault and booked for an Open Reach Engineer to come out and look. 

Ive waited since Friday for an update and now get a message that they've tried to fix it but need more information. Called to speak to someone only to be told because I'm not at home they can't help me but explained for the second time that when I'm in my home I get no phone signal as it's an old building and cuts off any call I try to take or make so I'd not be able to go indoors and do any tries on the box without losing the call, hence why I need the internet up and running in my home but I seemed to be ignored on this. My partner also works from home two days a week and this has caused him major issues

Honestly getting fed up with trying to get Sky to sort this and help me. 

[Daniel0210]

@JokesieQuinn 

Sky will want to go through some troubleshooting with you which will require you to be home. Does your Sky Talk landline still work?

It's worth adding that Sky broadband discussed here is a domestic service and whilst Sky are fine with its customers working from home using it for this purpose they won't receive additional or quicker support.

[JokesieQuinn]

I'm aware they will want to do trouble shooting with me but all steps have been taken multiple times and done with another advisor when my partner was home with me. Also no, we no longer have a landline so I can't use that. 

I'm also aware that working from home to give priority but they fact that people can be left without functioning internet for so long is rather a concern...

[Daniel0210]

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@JokesieQuinn wrote:

that people can be left without functioning internet for so long is rather a concern...

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@JokesieQuinn 

Today is technically day three.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of 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 Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

A lightning strike could have fried something.

▪️

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 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.