Open reach outage in BD18

[David01091951]

What is going on? No Broadband for a week? Sky tell me it's an Open Resch outage and it will not be fixed till end of month but nobody appears to be telling me the full story I is crazy that a repair takes a month

[GD1 · Accepted solution]

@David01091951  It will always depend on what the repair is & how bad any damage is to the lines, Sky won't be able to tell you anything more unless Openreach tell them specifically what the issue is, which they don't normally do.

If the fault is underground OR will need to find the fault, dig up any roads etc and all this takes time as any work like this needs permissions from the local councils.  It's not as easy as you seem to think.

[Daniel0210]

@David01091951 

You woukd need to periodically check with Sky to see if they've had any update from Openreach. 

If it's something like a vehicle has wiped out a green cabinet then these take a while to replace and sort out the wiring.

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.