OUTAGE!!!

[Goodlife4u]

Hi, Anyone else facing outage in Sky broadband? I tried the self diagnosis in the mobile app which says there is an outage going on and engineers are on it, though not sure how true is that statement from sky. And what the rules for refund? I am left with mobile data which is not sufficient to support bandwidth needed for my work.

[Daniel0210]

@Goodlife4u 

If you're encountering an outage at the time you posted there may be some maintenance taking place which is usually scheduled for overnight when most users are in bed. Regarding a refund this link outlines auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 first report the fault to Sky, 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 account. Incidentally you mention your work. Sky Broadband is a domestic service and whilst in this day and age more people work from home, it doesn't mean repairs are carried out more quickly. 

[Goodlife4u]

Thanks for your response. It was fixed next day by 10 AM. If it was a planned maintenance work then consumers deserve heads up. If there is an unforeseen issue, it is understandable as pre communication isn't possible. In general any planned overnight maintenance work done without advance notice assuming people are in bed isn't a good practice. The fact is there was an overnight outage and as a consumer I have still no idea if it was a planned activity or some urgent work carried out due to an unforeseen issue, there is no communication about it from sky yet.

[Daniel0210]

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@Goodlife4u wrote:
there is no communication about it from sky yet.

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@Goodlife4u 

It being down until 10am does suggest it was unplanned but we'll never know. Sky won't update you. Openreach will probably have been involved in the work, definitely not Sky. 

[TimmyBGood]

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@Goodlife4u wrote:
 If it was a planned maintenance work then consumers deserve heads up. 

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That's not a realistic expectation for domestic broadband (even when used for 'working from home').