no broadbannd for 14 days

[STEVE480]

no broadband for 14 days - i know the phone line is down, but how much longer??? Forest of Dean, Blakeney,

[Daniel0210]

@STEVE480 
The Sky Community is a customer led discussion forum where Sky customers are available to help other customers. You are NOT contacting Sky Customer Services. We don't know how long a repair may take.

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.

[STEVE480]

I appreciate your answer. The reason I posted is that Sky have a help phone line with an automated response saying we are aware of the fault and are working on it i.e the fault is with the phone line. I've run out of things to try as i have had the same response for the last 14 days, which seems an incredibly long time to rectify a fault. Any ideas???

[Daniel0210]

@STEVE480 

That period included a bank holiday as well. If Openreach need to dig up the road or pavement to carry out a repair they also have to seek permission from the local council and then arrange a crew to carry out the work. 

Give Sky a call to see if they've received any update from OR.