Three days down

[Peterb57]

Sky Broadband down for three days running in Kesgrave, Suffolk. What is going on? This is unacceptable as I am also a Sky Glass customer and so cannot watch TV.

[Daniel0210]

@Peterb57 
Unfortunately you had this issue over a bank holiday weekend.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic 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.

[GD1]

@Peterb57  Have you raised it with Sky?  You need to be aware that Domestic broadband faults have a fix  SLA of 2 working days from being reported, this does not include weekends & public holidays.

[TimmyBGood]

@Peterb57 

Unfortunately over a Bank Holiday weekend, that's not entirely unexpected, and having Glass television at an address cannot make any difference to the Openreach response time.

[Peterb57]

Yes, have dealt with a bot, a chat operative and two humans. Seem to be passing the buck to Cityfibre, which fills me with fear based on past encounters with them.

[Peterb57]

On my tenth day without Sky Broadband and therefore Sky Glass. Not been able to watch the World Cup on the big screen I bought for doing so. Last month I suffered a six day outage. This is the fifth lengthy outage I've had in 13 months since joining Sky.