topic Disgraceful Service standards in Broadband

Disgraceful Service standards

Anonymous — Thu, 22 Feb 2024 13:43:01 GMT

How disgraceful id Sky's service standard ?My broadband and phone have been off since Saturday 17th Feb an engineer was allegedly arranged for Wednesday 21st , no engineer turned up after me waiting in between 8am and 1 pm - apparently the earliest and engineer can now call is Monday 26th Feb , I pay over £100 for this abysmal standard of service !! I had to wait 24 hours after informing of your engineers non arrival yesterday to arrange another appointment , If my problem is nor sorted today and I have to wait until Monday , make no mistake I will be moving to another provider

Re: Disgraceful Service standards

Daniel0210 — Thu, 22 Feb 2024 13:48:53 GMT

@Anonymous
You’re not talking to Sky Customer Services on here as this is a customer based forum where customers try to help other customers.

Sky can't hurry Openreach any more than another isp can. Openreach doesn't work on domestic faults at the weekends. Threatening to move providers won't bring about a faster repair, in fact if you moved to another isp using the Openreach infrastructure the problem just moves with you.

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 the fault is first reported 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: Disgraceful Service standards

Anonymous — Thu, 22 Feb 2024 14:06:15 GMT

Thanks for pointing that out -I dio hoiwever feel its good for others to know what appaling standards and levels of deciet to expect from sky ! , I'm not interested in a credit note , i would like sky to take some responsibilty NOW and provide the sevice i pay for ! ! not in 30 days time !

Re: Disgraceful Service standards

GD1 — Thu, 22 Feb 2024 14:28:52 GMT

@Anonymous wrote:

, i would like sky to take some responsibilty NOW and provide the sevice i pay for ! ! not in 30 days time !

That just won't happen for the reasons already explained.

Re: Disgraceful Service standards

Daniel0210 — Thu, 22 Feb 2024 14:36:43 GMT

@Anonymous

Maintenance of the service falls under Openreach's remit. All Sky do is inform OR of the fault. I can't see where Sky have been deceitful.

Re: Disgraceful Service standards

peter-marlow+1966 — Thu, 22 Feb 2024 14:49:07 GMT

All sky provides is the Internet package and the hub but it's open reach lines they use , be similar if you were a bt customer

Re: Disgraceful Service standards

Anonymous — Thu, 22 Feb 2024 14:49:57 GMT

I phoned sky to confirm visit time and date and was assured it was booked ! - no reason given as to why no engineer turned up - no apology no e mail up date ! all down to myself to re arrage I have been lied to - if you fail to see that it doesn't say much for you ! You may want to search the word decietful and lie for furture reference !

Re: Disgraceful Service standards

TimmyBGood — Thu, 22 Feb 2024 15:02:45 GMT

@Anonymous wrote:

I phoned sky to confirm visit time and date and was assured it was booked ! - no reason given as to why no engineer turned up - no apology no e mail up date !

Which is unfortunately entirely typical for Openreach, but ISPs have no choice in using their monopoly services.

Re: Disgraceful Service standards

Daniel0210 — Thu, 22 Feb 2024 14:58:38 GMT

I was replying to the OP but unfortunately they closed their account and their last post has disappeared. If you are monitoring this thread - we are other customers trying to help you and advise you through our knowledge and experience so no need to make inappropriate comments. Openreach update Sky overnight regarding any missed appointments.