Red LOS light

[Stupee]

Hi,

I had a visit from an engineer yesterday due to red LOS that happened 3 days ago.

He couldn't resolve the problem and said someone would be in touch which obviously they haven't. 

Ive tried to contact Sky using the engineer visit ref but there is no contact details apart from the usual sky number

Anyone know a better number to ring to get some kind of update 

Ive been thinking of leaving sky and this outage has just about tipped me over the edge.

Many thanks 

[JimM1]

@Stupee See the link below, LOS is the bad one to have, Fibre is down also second link, post 4 scroll to the call us!

Can't connect to broadband and have a red light on your ONT

https://helpforum.sky.com/t5/Broadband/Moving-Home/m-p/5080372

[Stupee]

Many thanks for the speedy reply

Ive just called and a senior engineer (N23?) Is investigating and a response expected by the 29th.

I said I was unhappy but what can you do!

Thanks again for the help

[Daniel0210]

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@Stupee wrote:

and a response expected by the 29th.

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@Stupee 

That's normal. Once aware 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.

[JimM1]

@Stupee It's the worst light to have on an ONT, it's going to take an OR Engineer time to check out where the Fibre light loss or power for the light is going wrong, if you want you can check if area fault also but youve had it a couple days now, any ISP on that fibre would have the same connection issue, hope it gets sorted for you soon!👍👌

[Stupee]

Hi,

Many thanks for the message and info.

Kind regards 

[Stupee]

Thanks for the message.

Its an annoying one, will keep you posted!