Complaint! Compensation! Can’t get to who I need!

[Ann197055]

phone line been out all week so when not at home no way of contacting my mother and she is elderly and unwell work evenings so at night time she's on her own this is not good enough there has been no explanation or contact from sky about this and it's not on this need rectifying asap what are we paying for 

[Mark39]

Have you reported it? Sky are unlikely to know it's out of order unless you tell them. What checks have you made?

[Daniel0210]

@Ann197055 
The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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.

So if you haven't report it yet compensation won't start until next Thursday.,