Outage 03/10/2025

[susan1796]

Anyone have actual info on when it's going to be fixed !!! All sky say is working on it !!

[TimmyBGood]

@susan1796 

No-one reading this forum has any idea where you are located or which fault you are referring to out of the five million plus properties supplied by Sky Broadband.

Given the 3rd was a Friday that coincided with a major storm, repairs are likely to be delayed beyond the usual two working days to fix target (the timer on which doesn't start until tomorrow morning anyway)

[Daniel0210]

@susan1796 

Sky usually quote 2 WORKING DAYS as a potential fix time as this is the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in 85+% of cases.

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 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.

Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.