Sky Outage in Croydon

[Afoord]

My broadband went down around 11pm last night, no service is being provided and when checking on the app. An Outage in your area is stated. 

I can't find any information on what the outage is, when it is going to be rectified? or if there will be any compensation for no service for multiple days if this carries on.

Thanks for any assistance.

[Daniel0210]

@Afoord 

You need to report your issue to Sky. See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 you first report the fault to Sky, you will become eligible for it once the fault has been fixed. It will come in the form of a credit appearing on your account.

[Afoord]

Thank you for getting back to me so quickly @Daniel0210.

How do I formally notify Sky of the outage? I have reached out to them here, and on Twitter and was sat in the queue for support for quite a while on the phone before I had to attend a meeting. 

There is no information on what sort of outage this is and an estimated ETA and it is all very frustrating.

Thanks for your assistance.

[Daniel0210]

@Afoord 

You can't report it via the forum. Not sure if Twitter counts if I'm honest. Best to persevere on the phone and as calls are recorded you'll have evidence you reported it. Openreach will be on the case but your guess as to the nature of the issue and fix times is as good as mine. 

[jamesn123]

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@Daniel0210 wrote:

@Afoord 

You can't report it via the forum. Not sure if Twitter counts if I'm honest. Best to persevere on the phone and as calls are recorded you'll have evidence you reported it. Openreach will be on the case but your guess as to the nature of the issue and fix times is as good as mine. 

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Twitter doesn't count it has to be via chat or phone. 

The reason you dont always see what the issue is or when it will be fixed is because often Sky wont know what the problem is right away and Openreach may not be able to provide an estimated fix time immediately as the nature of the required work may be unknown.