Outage of internet and Sky TV Oundle area

[Alison+Oundle]

It would be helpful if Sky posted approximate timelines of when an outage will be repaired. This problem of no internet and TV has been going on from yesterday and no updates from Sky or apologies.

[Daniel0210]

@Alison+Oundle 

Sky won't issue an apology over something they have no control over. Check the status here https://www.sky.com/help/servicestatus/broadband
Sky sometimes update their Twitter page as well https://mobile.twitter.com/SkyHelpTeam?

[caesarome]

If there is an internet issue in your area it should be listed here:

https://www.sky.com/help/servicestatus/your-services

As for the TV that is probably an issue with your setup up so have you made sure the cables are firmly in the back of your box, if so you will need to give Sky a call so they can arrange an engineer to come out and look at it for you,

[Alison+Oundle]

The TV states that as there is an outage it can not connect on the sky Q box and mini boxes.

If an outage isn't Skys problem, who is accountable and surely they could give an update for Sky for their customers. That would help people to plan around this

[Daniel0210 · Accepted solution]

@Alison+Oundle 

Openreach are responsible for the broadband side of things. Have you reported your outage to Sky? 

See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 first report the fault to Sky, you will become eligible for it (once it’s fixed).
*Note: you are not reporting the fault to Sky by posting on the forum*

[Alison+Oundle]

Yes thanks I reported it yesterday am now travelling to my second home so I can work as there still are no updates. I haven't seen any comments from BT customers having no access to the internet in the area. I wonder how that works, maybe they get preferential treatment as they start repairing whatever the issue is.

[TimmyBGood]

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@Alison+Oundle wrote:

 I wonder how that works, maybe they get preferential treatment as they start repairing whatever the issue is.

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No: there's a unit within the regulator (Ofcom) which exists specifically to make sure that doesn't happen.

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-... 

[Blossom11]

Not all outages are down to openreach. We had a broadband outage a few weeks ago and I was talking to a sky engineer a few days later. He said that it was only Sky and they didn't even tell him about it and were sending him out to homes to fix. The first he knew it was an outage was when he received the text telling him his own broadband was down several hours later.

[TimmyBGood]

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@Blossom11 wrote:

 He said that it was only Sky

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Quite possibly: the whole point of Local Loop Unbundling was to permit ISPs to host their own network node in an Openreach telephone exchange: if that fails then it's likely to be only that ISPs subscribers within that exchange area who lose connection.

[Blossom11]

@TimmyBGood 

Does Sky Superfast FTTC still use LLU in the exchange?