topic No internet although everything suggests it’s ok in Broadband

No internet although everything suggests it’s ok

Drewbie — Fri, 06 Sep 2024 14:08:57 GMT

Last night the internet went off - normally turning it off and on again solves this issue .

This did not work . I spoke to a Sky representative who helped with the regular protocols (reset/reboot/turn on off etc etc etc).

All Sky app , website and representative tests show that my WiFi and internet is all connected correctly and should be running fine .

I've been escalated but apparently they need to do tests for 72 hours ?! I have had to miss a day of work as I work from home due to being a leg amputee . No mention of an engineer from the rep.

My neighbour mentioned her work Facebook group said there was a Sky issue as other members could t connect either ?

Any help would be appreciated- thanks .

Re: No internet although everything suggests it’s ok

Daniel0210 — Fri, 06 Sep 2024 14:14:07 GMT

@Drewbie

I'm afraid wfh brings no advantage in fix times (as Sky Broadband is a domestic service) which for Openreach is 2 working days which they claim to achieve 80-85% of the time.

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: No internet although everything suggests it’s ok

deborah0505 — Fri, 06 Sep 2024 14:43:01 GMT

Respectfully I would be highly shocked if an amputee dependant on internet wouldn't warrant an escalated response over wfh criteria? I really don't think it should be on the person calling in to have to push under those terms but should be clear policy! Shocking if not I hope it gets sorted - was on myself just checking for answers to the same issue of connection all checks say fine and alas no internet 😁

Re: No internet although everything suggests it’s ok

Kelsingra — Mon, 09 Sep 2024 08:17:04 GMT

Hey @Drewbie

As you mentioned that you are a leg amputee, I wanted to make sure that you know about our Accessibility Team who can give you extra support if needed.

Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/

Thank you for joining our Community Forum! 🙂