Outage for 5 days - no broadband, no phone, no customer service. Awful

[Vince271]

Hi, going through exact same issue at the moment. It is now 7 days since we lost connection..being told all different excuses. Now, apparently it is an outage in our area and yet it is showing "no outage in your area" and all our neighbours have no issues. How long did it take to get you connected again?

[Chrisee]

@Vince271 you are waiting on Openreach finding and sorting what is causing your issue. Domestic lines are low priority so only get dealt with on working days even if you choose touse the line to work from home.

Sky are essentially powerless and can only report what Openreach tell them which would be true for whichever ISP you bought from who use the same line . You will be compensated for the period beyond the first two full working days after you reported the fault see Customer Auto-Compensation | Sky Help | Sky.com

[Vince271]

I do work from home and rely on Internet connection, which if down, affects my business immensely. Also all household electrics are connected. Our security lights, cameras rely on connection, so unacceptable to be left for a week now with conflicting answers. 

[Daniel0210]

@Vince271 

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers wfh to use it they won't receive additional or quicker support.

[TimmyBGood]

@Vince271 

Relying on national broadband infrastructure with multiple single points of failure and effectively no actual Service Level Agreement is somewhat unwise because no domestic ISP can mitigate the inherent risk.  At the very least I'd suggest having some way to failover to cellular infrastructure.

[Sharcuk]

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@Vince271 wrote:

I do work from home and rely on Internet connection, which if down, affects my business immensely. Also all household electrics are connected. Our security lights, cameras rely on connection, so unacceptable to be left for a week now with conflicting answers. 

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Mentioning on this forum that the outage is affecting your business is inherently risky.

I believe It is against the terms and conditions you agreed to when signing up with Sky to use a domestic service for business purposes.

A business-specific subscription would probably get you a quicker fix, but would cost considerably more. 

[Vince271]

Thanks for the lecture.
Rest assured, I’m well aware that Sky’s domestic broadband isn’t business-grade — not everyone who works from home is running a data centre. That said, I don’t think it’s unreasonable in 2025 to expect some reliability from a service, especially when it affects both work and basic household infrastructure.

I posted here to share our experience with Sky’s lack of clarity, not to be reminded of the fine print by someone acting like Sky’s legal team. Appreciate the concern though.

[JimM1]

@Vince271 Have you called to find any answer, or just doing the online checks etc, hard to work out from your posting!

[Vince271]

Yes been calling since Sunday morning and keep getting different stories. Promised today but still nothing.

[JimM1]

@Vince271 That's the way, without OR passing and reporting exactly what is wrong (which they won't) then Sky have zero way off forwarding the actual, and when OR hit the stumbling block to whatever the fix is time is not a MAJOR factor in it, yes you get annoyed when you cannot find out what is going on, but if the answer was to you, look we don't have a clue so it's going to be when it get's fixed and there is no time we can advise on (Day's to Months), then steam rises you blow the gasket off, the never ending i must have Internet get's real hard in the modern world! 

[Sharcuk]

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@Vince271 wrote:

I do work from home and rely on Internet connection, which if down, affects my business immensely. Also all household electrics are connected. Our security lights, cameras rely on connection, so unacceptable to be left for a week now with conflicting answers. 

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Not a lecture, a statement of fact. If you are running a business from home using Sky's domestic service , as your post suggests, you are in contravention of the T&Cs.

[TimmyBGood]

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@Vince271 wrote:

 That said, I don’t think it’s unreasonable in 2025 to expect some reliability from a service, especially when it affects both work and basic household infrastructure.

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Mains electricity is reliable until there's a power cut.  Mains water is reliable until a pipe fractures.  Mains gas is reliable until someone smells a leak.

'Reliable' broadband (which is a century more complicated than the services mentioned above) would require redundancy in the telecoms cabling to every individual household plus the duplication, preferably in independent locations, of every item of upstream routing equipment: it's just not possible at any feasible cost.

Most domestic broadband works most of the time, and choosing an ISP which offers automatic failover to cellular data helps too.