topic Re: How to complain in Broadband

How to complain

DCross1 — Tue, 03 Sep 2024 18:05:53 GMT

Been without internet since weekend. We were promised it would be fixed by today latest. Even phoned up lunchtime and was assured an engineer would be round. Nothing!! How do you complain. It seems impossible to get through

Re: How to complain

TimmyBGood — Tue, 03 Sep 2024 18:16:58 GMT

@DCross1 wrote:

We were promised it would be fixed by today latest.

You shouldn't have been promised any such thing: no ISP is in a position to guarantee that.

The Openreach target time to fix is two working days starting the following working day morning after a fault is logged: they report to Ofcom that they meet this target for around 85% of faults.

Re: How to complain

TimmyBGood — Tue, 03 Sep 2024 18:18:11 GMT

@DCross1

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Re: How to complain

DCross1 — Tue, 03 Sep 2024 18:18:43 GMT

Well that's what they said but point is we were promised an engineer and not had one

Re: How to complain

TimmyBGood — Tue, 03 Sep 2024 18:19:53 GMT

@DCross1

Again, given ISPs don't employ those engineers, they shouldn't be making any promises for them either.