No wifi

[daisydig123]

Hi. My wifi went down on Tuesday and I ran the test and was advised to book an engineer. First available appointment was Thursday. Sky engineer came and said it was an openreach issue. First available appointment with them is Tuesday. So I wasted valuable time being referred to the wrong engineer. When the sky engineer rang openreach they said they had run a check and there was no external issue it must be internal. So my concern is that on Tuesday openreach will come and say it isn't external and I will be going round in circles. My son is currently sitting his GCSEs and so it is very inconvenient and stressful to be without WiFi at this time and also I am having to purchase extra mobile data for everyone which is extremely costly. Is there anything you can do to help

[JimM1]

@daisydig123 The OR engineer will address both if it is Internal or External that is there function in life.

[Daniel0210]

@daisydig123 
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 the Ofcom website:~
So 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.

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 01/04/25 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.