Openreach Works

[dgovedo]

Hi all, hopefully there is someone here who can point me in the right direction or are able to answer some questions.

Background info: My broadband totally dropped out on the 21st August. Up to this day, I still have no broadband from SKY. I have had to buy an LTE router and a data sim to give me some form on internet connection (woefully slow).

Openreach have been out to do some fault finding once when the problem first occured. Apparently the fault was found and some cable needs replacing. But since that visit, there has been radio silence. No updates, no time frames, nothing. I have attemped to get in touch with SKY to try and get some answers or updates, but again, nothing. It is coming up to a month without connection and all I am looking for in some answers as to when my connection will be restored, which I don't think is unreasonable.

Has anyone experienced similiar? Does anyone know of a way to contact someone at Openreach for answers?

[GD1]

@dgovedo  Openreach won't deal with you as you are not their customer Sky is.  If cables need replacing then no one at Sky could give you any estimates of how long it will take.

FYI you wil be eligible for Auto Compensation once the fault is fixed.  https://www.sky.com/help/articles/auto-compensation

[Daniel0210]

@dgovedo 

Openreach won't speak with you directly. You need to ask Sky if they've had any kind of update from OR.

Sky usually quote 2 WORKING DAYS as a potential fix time because that’s 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 the road needs to be dug up (once the required permission from the local council has been granted).

▪️

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 based 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. 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 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.
▫️There is no automatic compensation for shorter outages.
▫️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.

[TimmyBGood]

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@dgovedo wrote:

It is coming up to a month without connection 

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Unfortunately if a dig under a roadway or pavement is required, you're not yet through the target time for responses from the Local Authority and relevant utility companies to the Openreach notification of intent to excavate.