There's an outage in my area - Reading

[MatthewC11]

Since Monday afternoon, my Sky Hub has been showing the following:

Power: Green

Internet: No light

WiFi: Orange

I have checked the Sky Service Checker through both the app and the link https://www.sky.com/servicechecker, and it indicates “Outage in your area? Yes,” with “It usually takes a couple of days to fix things like this, but it might be sooner.”

It is now been several days, and I still have no internet connection, which is seriously affecting my ability to work and study from home. I am growing increasingly frustrated with the lack of progress or communication.

Is there any way to expedite the resolution of this issue?

Any assistance or update would be greatly appreciated. Thank you.

[Highlinder]

@MatthewC11  Being an area wide outage and not only Sky being affected Openreach will be dealing with the outage. With it happening Monday afternoon that has only been 1 1/2 days and after 2 days you are entitled to credit on your account after 2 days without service.

[GD1]

@MatthewC11  You can't expedite a fault resolution on the Openreach network (not even sure how you think that would work?), depending on the fault it may take time to resolve.

Also working from home gives you no greater priority over any other customer who may be affected also.

[Daniel0210]

@MatthewC11 
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 the Ofcom website:~
So 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.

It’s 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.