topic Re: Broadband outage in Broadband

Broadband outage

Craig+Couthino — Wed, 14 Aug 2024 12:12:55 GMT

Hi -I'm at my last straw to be honest , we currently have no broadband (15days straight)

I've made readjust contact with sky every other day to get an update on progress and to try and find a solution , I've been told a range of answers , had engineers attend my home , and still nothing is happening -I get an update sporadically which states "open reach are progressing your query"

I've never know a company communicate so poorly , have offered no solution (maybe a dongle or tempory home solution like EE do) nobody I speak to seems to know what's going on and I get told a diffent date or time for resolution every time I call .

i work from home , kids are off school , I can't use any of my devices , stream , PlayStation you name it and all my home security is through the WiFi !
does anybody know of any escalation numbers , similar instances t that could assist me in progressing this issue ?

Re: Broadband outage

Daniel0210 — Wed, 14 Aug 2024 13:08:35 GMT

@Craig+Couthino

Unfortunately you're in the hands of Openreach and Sky can only update you with information Openreach may provide (which has been well documented on here OR are not good at).

Sky do not provide dongles and wfh does not afford you a quicker response. All you can do is periodically check with Sky as to an update.

It will be of little comfort at present but 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.
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).

Re: Broadband outage

Craig+Couthino — Wed, 14 Aug 2024 14:21:48 GMT

Thanks for the response -it's the lack of communication what does me and the constant moving of the goal posts when your on the calls -

I've just been told the only way I can talk to a manager is for the call handler to text their manager and wait for a text back to inform me when I can talk to them ....queue awkward silence for 15 minutes .....then I asked is this part of your process ? To which I was told "well I'm not in the office so I can't just walk up to them and ask"

and I'm the one who's struggling with my broadband but seems the ole tin can in a string might get me further down the line

Re: Broadband outage

Daniel0210 — Wed, 14 Aug 2024 14:32:19 GMT

@Craig+Couthino

I can't see that a manager would have any further updates than the original agent you speak to.