outage nr Builth Wells for days

[snedz]

Hello,

Our fibre broadband has been down since the Sep 2nd and we have no updates as to when it will be repaired. I'm elederly and I thought it used to be a priority repair? Especially bad as no phone either.  All it says is:

Outage in your area?

Yes

Service impacted: Broadband
Outage start date: 02 September 2024

We know there's an outage in your area. You don't need to do anything - we're working on getting you back up and running. It usually takes a couple of days to fix things like this but might be sooner.

When it's fixed, your service will automatically start working again.

[Daniel0210]

@snedz 

If you contact Sky they'll be able to update you if Openreach have updated them. Openreach aim to fix most outages within 2 working days but that will depend on where and what the fault is.

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 you notify Sky of the fault, you will become eligible for it. 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 (new rates apply from 01/04/24 of £9.76 per day).

[snedz]

Thanks. My brother contacted Sky on my dad's behalf and all he got was a robot and now gets texts but no details as such I don't think.

[snedz]

Still down. Have Openreach reduced their workforce or something? 

[Daniel0210]

@snedz 

It will depend on where the fault is and how it can be fixed. For example if Openreach have to dig up a road or pavement they have to seek permission from the local council then put together a team to carry out the work. 

[snedz]

Thanks. It's in the countryside so all the fibre cables are on poles. 

[snedz]

Still no service starting on the 2nd Sep

and no explanations from either Sky or Openreach. Tried to book an engineer but no date has been given.