You’re entitled to compensation if your service is down for two working days-but you can still complain in the meantime
If your broadband or landline service stops working, you should report the fault to your provider. Under communication regulator Ofcom’s rules, if the service is not fixed after two full working days you should receive compensation automatically. You will receive an initial £8.06 if the service is not fixed two full working days after you report it, and then £8.06 for each full day it is still not fixed after that.
However, if the issue is fixed within this two-day window you can still complain to Sky if you’ve been inconvenienced by the outage as it may be able to offer support on a case-by-case basis. If you’re unhappy with the response you do get from Sky, or you don’t get one within eight weeks, you can take your complaint to its ombudsman; CISAS.
What does Sky say?
A Sky spokesperson said: “We are aware of issues impacting Sky Broadband and Talk customers in Cardiff and parts of south east England. We are investigating the issue and we’re sorry for any inconvenience this may be causing.”
Sky’s customer services team added on its social media account this morning: