topic This service isn’t acceptable ! in Broadband

This service isn’t acceptable !

PaulSkyVictim — Tue, 03 Sep 2024 18:01:10 GMT

Been with Sky for broadband for 1 month & a whole day without any internet isn't acceptable. Why don't you offer a back up service via a SIM card like others do ?

we also have Sky Stream - so that's obviously not working either

You need to refund ALL customers for their lost services, both broadband, phone + TV & compensation too

It's not like you're the cheapest service so you need to step up, resolve the issue & compensate your customers

Re: This service isn’t acceptable !

Daniel0210 — Tue, 03 Sep 2024 18:41:01 GMT

@PaulSkyVictim
In case you aren’t aware you’re not contacting Sky Customer Services by posting on the forum. We are mainly customers trying to help other customers.

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 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: This service isn’t acceptable !

TimmyBGood — Tue, 03 Sep 2024 20:16:10 GMT

@PaulSkyVictim wrote:

Why don't you offer a back up service via a SIM card like others do ?

BT/EE chooses to do so, and charges handsomely for it. Sky does not for its domestic broadband service, but does for Business Broadband, perhaps specifically as a product demarcation point. Ultimately it's a business decision which ISPs are allowed to make, and potential subscribers should judge according to their own needs.

You need to refund ALL customers for their lost services, both broadband, phone + TV & compensation too

Ofcom does not have a compensation scheme for subscription television, which, unlike broadband and telephony is not recognised by government as an essential service. Outside of its regulatory regime, providers can choose to do as they see fit.

There's very little point arguing about what Sky should or shouldn't do for 'ALL customers': I'd suggest it would probably be more useful to get to the bottom of your own particular situation, because most broadband issues are specific to an address.