Sky Fibre and no internet light on router

[BigDaymo]

Internet just went down randomly and hasn't come back up since. Only had fibre500 installed last week. I've gone through all the line tests and troubleshooting etc reset the router. After running tests sky network team say they will sort within 72 hours which is ridiculous and also no ticket number or email and no number to ring. So I just wait and hope they fix. Anyone else had this issue??

[Daniel0210]

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@BigDaymo wrote:

sky network team say they will sort within 72 hours which is ridiculous and also no ticket number or email and no number to ring. 

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@BigDaymo 
The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

It will depend on where and what the fault is and what Openreach have to do to effect a repair.

Sky don't use email for general communication. You can call Sky by dialling 150 free from your Sky Talk landline if that's still working.

[BigDaymo]

Thanks for the reply. Regardless of the SLA I think there should be better communication from sky when logging internet issues rather than just waiting and hoping they do fix the issue. My 2 kids are driving me bananas with no internet. 🙃 

[Daniel0210]

@BigDaymo 

Sky only have updates that Openreach provide and previous posts suggest Openreach are not the best at providing them. 

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.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.