Outage

[CJRLL]

How do you actually talk to someone at sky about the broadband outage as currently the status says there's an outage in my area and they are working on it as quickly as possible but could take a couple of DAYS!!!!

[TimmyBGood]

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@CJRLL wrote:
 could take a couple of DAYS!!!!

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Two working days is the Openreach target time to fix domestic broadband faults.  Area outages get higher priority, but realistically take as long as they take, depending on the nature of the issue.

[Chrisee]

@CJRLL even if you do get through to Sky they will not be able to tell you anything more.

Area outages are usually within the local Openreach network who will be working on resolving it BUT even the team working on the job cannot tell you how long the repair will take. The 2 day estimate is based on Openreach's Service Level Agreement which is set at faults being resolved with 2 full working days or compensation is due. They report they achieve that in 85% of cases. 

[Daniel0210]

@CJRLL 
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).

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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.

[CJRLL]

You say I have to notify sky of the outage even if they text messaged me about the outage. To be able to claim if over 2 days outage. 

Looks like im going to look at swapping providers at this rate as the lack of real information from sky isn't great and as I am dependent on my connection for my security system not knowing what the faults are or even a real-time approximate expected repair is completed is just **bleep**.

[Daniel0210]

@CJRLL 

What I posted was Ofcoms advice. No provider using the Openreach infrastructure will provide additional updates on a domestic set up. For a faster fix time you'd need to subscribe to a business plan that would cost considerably more. 

[Mo121]

it's ridiculous mate, as for a big discount, we all deserve it 

[CJRLL]

Quite a few people in my area are saying there sky is out yet a couple that have talk talk who also use BT lines are still working. Just hoping its fixed supernatural!

[Mo121]

I lost £3,400 today from trading due to this insane connection

[Daniel0210]

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@Mo121 wrote:

I lost £3,400 today from trading

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@Mo121 

Remember Sky broadband is a domestic service. It's fine for those customers working from home to use it they won't receive additional or quicker support.

[CJRLL]

• That sucks I think I would of hotspotted my mobile data if that kinda money was involved. But its just not on having no way of finding out exactly whats wrong and why the service is out. The fact others in my street who use talk talk which also uses BT line for its service still works means its either Sky thats at fault or a BT software.