topic Re: Broadband down since Wednesday, can I email? in Broadband

Broadband down since Wednesday, can I email?

scooby56 — Sun, 21 Jan 2024 19:20:00 GMT

My sky BB has not worked since last Wednesday, so day 4 now.

I can't watch Netflix, I'm having to use my data where I would join my WiFi at home, had to top it up from my piggybank already, plus my Sky Protect doorbell (that I'm paying for monthly) isn't working either.

I've tried ringing and they just say it'll be sorted within 48 hours, we're working on it, we'll text you when it's fixed!

Is there any way of emailing Sky to get it in writing, does anyone know? The virtual assistant isn't any help, neither are they on the phone!

Re: Broadband down since Wednesday, can I email?

Daniel0210 — Sun, 21 Jan 2024 19:25:31 GMT

@scooby56

The Openreach (presuming your in the UK) target fix time is 2 working days but there is no guarantees. Sky don't use email for general communication.

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 first report the fault to Sky, 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.

Re: Broadband down since Wednesday, can I email?

scooby56 — Sun, 21 Jan 2024 21:04:08 GMT

@Daniel0210 Thank you for your reply. Yes, I'm in the UK

They'll have to compensate me then, 4 days now.

Just frustrating, I'm sure there must be others in my area

Re: Broadband down since Wednesday, can I email?

Chrisee — Mon, 22 Jan 2024 09:39:41 GMT

@scooby56 you dont get compensated for non-working days which include weekends.