topic Re: Absolute joke of an ISP in Broadband

Absolute joke of an ISP

Steve308 — Fri, 06 Sep 2024 15:38:07 GMT

So this is the fourth day of no Internet service. There's no indication of timescales before this is rectified and to top it off, it's at my expense to travel to and from the office because I can't connect from home!

So, can somebody give me an update as to when this issue will be resolved?

Re: Absolute joke of an ISP

Daniel0210 — Fri, 06 Sep 2024 15:43:11 GMT

@Steve308

As customers we have no idea. Openreach aim to fix faults in 2 working days (for any isp). Working from home has no relevance in this as Sky Broadband is a domestic service. Give Sky a call and see if Openreach have updated them.

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: Absolute joke of an ISP

Steve308 — Wed, 11 Sep 2024 14:36:39 GMT

So this is the 8th day of total outage and not so much as an email from Sky to explain the problem or even offer an apology for the inconvenience. Awful customer service from a supposed market leader.

Re: Absolute joke of an ISP

JPR007 — Wed, 11 Sep 2024 15:12:05 GMT

@Steve308 I'm assuming you have reported the fault/issue with Sky?

You are entitled to compensation from 2 working days after a fault has not been fixed, from the point it has been reported.

As much as it might be frustrating, using your home broadband for work and having to go into the office is of no consequence to Sky and won't give you any higher priority (nor would it be if you were with any other ISP and not on a business contract).

Re: Absolute joke of an ISP

Steve308 — Fri, 13 Sep 2024 12:45:09 GMT

At no point did I say I deserve preferential treatment due to being unable to work from home. It's a frustration that holds weight in the sense that we have been without connectivity for 10 days now with absolutely no communication from sky as to why the problem has occurred or an update as to when a fix would be put in place. We're locked behind uncomfortably long wait times to speak with somebody at sky, and nobody seems to want to reply to the emails we've sent.

It baffles me how these "super users" vehemently defend sky and their extremely poor customer service.

Re: Absolute joke of an ISP

Daniel0210 — Fri, 13 Sep 2024 12:48:46 GMT

@Steve308

You need to persevere on the phone I'm afraid and see if Sky have had an update from Openreach. You've chosen to call on the day the new iPhone has launched for pre order so inevitably the phone lines are busier. Sky don't use email for general communication.

Re: Absolute joke of an ISP

jamesn123 — Fri, 13 Sep 2024 13:16:14 GMT

@Steve308

Sky dont send emails to communicate outages, they are posted on the Sky status page. If no outage is showing for you that means it could be specific to your line, therefore you must call to report the fault. Sky do not accept email for reporting faults and your compensation timer does not start until the fault is reported to Sky. As much as you may not want to sit on hold on the phone you need to do this or you wont get anywhere nor will you get any compensation.

Re: Absolute joke of an ISP

Steve308 — Fri, 13 Sep 2024 13:46:05 GMT

An out-of-date notice stating the start of the outage and problems are usually resolved within two days, or sometimes sooner, does not constitute as communication.

Re: Absolute joke of an ISP

TimmyBGood — Fri, 13 Sep 2024 13:53:50 GMT

@Steve308

Many of us frequently criticise Sky for all sorts of aspects of their activities, but we'll also point out that domestic broadband subscription from any ISP just doesn't cover proactive individual updates on faults.

Re: Absolute joke of an ISP

jamesn123 — Fri, 13 Sep 2024 14:26:09 GMT

@Steve308 wrote:

An out-of-date notice stating the start of the outage and problems are usually resolved within two days, or sometimes sooner, does not constitute as communication.

This may be all the details Sky have been given by Openreach, therefore they cant comment on it further.

As @TimmyBGood has mentioned, this is the norm for most domestic ISPs so it isnt just Sky that dont communicate.