Outage in Portsmouth Po4

[rayhill75]

No internet since yesterday afternoon, went down about 2pm whilst a couple of workmen were 'pulling'an old fibre line from a hole in the ground. Suspect they have damaged City Fibre cable. Spoken to sky yesterday who said there is outage in area, nothing changed so far.

[GD1]

@rayhill75  If there is cable damage it will need replacing and may require digging up  which can take time, it's unlikely to be fixed with a day or 2.

[Daniel0210]

@rayhill75 

Any digging required with involve seeking permission from the council to do so which delays things further. 

[rayhill75]

No internet since Wednesday in our street since a couple of dodgy guys removed a cable from the ground. Engineers attended yesterday and replaced the missing cable. Most the homes now have internet up & running again. Couple of homes including ours still have no internet. Fibre box on wall has no service light on. Nearly a week without any service / TV is driving us & the kids mad. Please sort it out

[caesarome]

@rayhill75 

As you are only talking to other customers on here there is nothing for us to sort out.

The first thing to check is this link to see if there are any outages in your area:
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.

If this is of no help give Sky a call to report it to them.

[Daniel0210]

@rayhill75 

No need for a new thread as you started this one on Thursday. Hopefully it'll be sorted tomorrow Tuesday (I forgot tomorrow is a bank holiday).

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults 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.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.