Outrage in Bedfordshire since Tuesday, 21 Oct 25

[KD32]

I have no internet since Tuesday morning, 21 October 25. Contacted Sky and I have been told there is "know outage in my area" and they are working on it but this already taking over 48 hours and there is no update from Sky Team!

[Mark39]

@KD32 have you checked for an update via Sky's Service Status checker? https://servicestatus.sky.com/#/uk/issues

If there's nothing there, the likelihood is that Sky have nothing further to tell you at this stage. Most faults are handled by Openreach as they're responsible for the network, and typically their progress updates to Sky (which is all Sky can pass on to you) are less than comprehensive.

[Daniel0210]

@KD32 
Sky usually quote 2 WORKING DAYS as a potential fix time as this is the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in up to 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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.