Outage

[Jon173]

Hi, we keep having outages problems. Once again we have no internet/tv anything and are using all my data and we have family round as it's Christmas! We never get any warning with these problems and no apology. Also still pay the same bill for not having a service. What can I do? Change provider as BT says no fault. Thanks for any advice.

[JimM1]

@Jon173 What has BT got to do with it? have you tried calling sky dial 150 from your landline they are open 8am to 8pm!

[Jon173]

No when I got home from work to late to ring, just fed up with no warnings and just stop everything from working. Also why should I spend hours contacting a provider that's not providing. When we have a power cut we get warnings before hand. Occasionally problems is understandable but constantly saying outages problems seems crazy now. Will have to wate Christmas Eve trying h to I find out what has happened when a courtesy email would have been nice. 

[JimM1]

@Jon173 Hopefully you are aware that the Forum is NOT sky Customer Service, here is a couple of link's below. No information as supplied by you!

 This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

and 

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

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

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

[Jon173]

Thank you but when I've checked through sky it says there is a outage in your area and it can take upto 48hrs to fix. If this was the first time I would be okay but it the 5th in a month just not happy with sky and how it's handling it as I say some communication would be great. But thank you for the links. 

[Daniel0210]

---

@Jon173 wrote:

Thank you but when I've checked through sky it says there is a outage in your area and it can take upto 48hrs to fix.

---

@Jon173 
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 new 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.