Outage Poole

[Holzie]

I had no broadband because of an outage from the 11th Jan to the 14th Jan, it came back for one day but I've just got home from work (15th Jan)  and it's down again, (the app says it was down as well) I've tried to contact sky but they're not being any help, I'm basically paying for a product I'm not getting for nearly a week now! 

[Daniel0210]

@Holzie 

Sky should check that Openreach are aware of the further outage at the very least. 

Fixing a fault within 2 WORKING days is the service level agreement between ISP’s and Openreach. The below 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 you notify Sky of the fault, 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 Sky account (from 01/04/24 the rates are £9.76 per day).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

The 2 working days will start again for the second outage.