Phone line down

[Scott207]

Morning, 

someone has just hit the phone pole outside my flat with their car and now the wires to my flat have snapped. 
I'm not getting any internet.

The wires are dangling from the pole and my flat.

[Waveman]

It is likely that Openreach will already be aware of the issue, they will need to make the pole safe. 

To confirm contact Sky, report the fault.

This forum is not Sky customer services. Just us customers helping each other out. 

[Daniel0210]

@Scott207 
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. Obviously the replacement/repair of a pole could take considerably longer. The police should contact Openreach to make the area and equipment safe. 

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.

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.