Outage broadband

[Pdm4]

Is anyone experiencing an outage to broadband services in the Bracknell forest areas , service has been out since 9.30am 16th Feb 

[caesarome · Accepted solution]

@Pdm4 

Does anything appear here for you:

https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[Pdm4]

Tested and has given me outage message most of the day , wanted to see if there were others effected as well , appreciate you coming back to me 

[Apache+48]

No internet also Thetford 

[Pdm4]

Thank you , has it been out all day aswell ? 

[jcking27]

Hi I live in Essex and have not had any broadband since the same day as you. Tests say an outage.I have tried to phone sky to see exactly what the problem is and all they can say is an outage with no indication of when it might be fixed. As of now still not working. Is yours still out?

[Daniel0210]

@jcking27 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting permission from the local council).

▪️

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 rates are £9.98 per day)

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️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.

[jcking27]

Thanks I know I will be compensated. But being without the broadnand affects my tv and landline(yes i still use it for my parents who use theirs) I live in a building with 5 other apartments and their broadband is working and I really need the broadband. at the moment im piggybacking of my mobile phone personal hotspot. Do you think sky can give me a dongle as it has been over 4 days nows. I'm in a contract till 2027 and if this continues will look to break it and go elsewhere with the help of Ofcom who i have contacted and who gave me another contact CFAS if this problem lingers. I'm going through the official proceedings now,

[Daniel0210]

@jcking27 

Sky don't offer / supply dongles. 

[jcking27]

https://www.sky.com/shop/accessories/mobile/Productivity/TPLink/M70004GLTEMobileWiFi?colour=black

there is one in their shop

[JimM1]

@jcking27 You still have to go buy it, get a sky sim register it on an account and pay for it for ever.... Are you with sky on your mobile if so getting data pushed to that?

[jcking27]

Hi no im not with sky for their mobile but have unlimited data on my mobile just concerned that it drains the power from my phone

[JimM1]

@jcking27 You may be able to get round the power drain if you can do a mains plug in, tethering are you using a USB connection or wireless?

As to the others all having Fibre or Copper connections, is OR or CF the only companies in your area for supply?