Sky broadband

[ulap39400]

So we lost connection on Sunday 26/4/2026, when we log into sky just tells us there's an outage. Should be working in a few days. Turns out it is a problem at local telephone exchange and open reach could take couple of months to fix it. We now have no cameras, basic tv no Internet and are on pay as you go smart meters. I'm doing online exams so that has has to stop plus our granddaughter has homework to be done on her chromebook which can't be done.

 My tax return is due to be completed which is on hold. We've had no explanation or temporary resolution to deal with this problem so who do we contact as this is beyond a joke

[GD1]

@ulap39400  Sky don't provide temporary solutions on a domestic broadband service, any updates need to come from Sky assuming Openreach have provided them to Sky.

[Daniel0210 · Accepted solution]

@ulap39400 
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.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained 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 April 2026 the rate has increased to £10.34 for every complete 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.

[Chrisee]

@ulap39400 hopefully the issue will be resolved more quickly than thecestimate but the compensation you will be credited for at £10..34 should help cover extra costs like buying more mobile data. These type of issues are not common but do happen and isxsimpky bad luck it has affected your line. Fortunately most people can use mobile data asca partial fix.

The actual ,amount can only be calculated after the fault is fixed and usually credited to your acccount around 4 weeks after that. Sky usually do not pay that back to your bank but thst can becarranged if the amount is considerablexas is likely here.