Posted by a Superuser, not a Sky employee. Find out more
@JR110 The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS. So in your case OR will aim to fix it by Tuesday evening.
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.
▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️ Sky customer since 2001 with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile NOTE: I only provide help on the forums and NOT via PM
Posted by a Superuser, not a Sky employee. Find out more
@JR110 Openreach do have engineers working over weekends but just not on domestic faults unless they have nothing else to do. Domestic lines are cheaper than business lines because of the lower service level.
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