topic Impossible to contact Sky in Broadband

Impossible to contact Sky

zziplex+user — Mon, 23 Sep 2024 09:03:12 GMT

My broadband and sky glass stopped working yesterday, last night I phoned and was told, by an automated service that there was an issue at my exchange plus there was an issue with a sky glass update.

Today my sky glass can be switched on again but my broadband is still down, Ive used the online checker which tells me everything is working fine only it isnt....

My sky glass is telling me theres no broadband and my mobile says im connected to wifi with no internet i cant go any further with online help because its telling me everything is working fine.

I've tried three times to ring sky only to be left in the automated queue before being cut off after an hour...

(removed)

im even on hold on my mobile trying to get through to cancellations only to be left on hold with them for the past 20 minutes... I've seriously had enough of being left with no help

Moderator note: Removed innapropriate remarks.

Re: Impossible to contact Sky

Daniel0210 — Mon, 23 Sep 2024 10:00:34 GMT

@zziplex+user wrote:

I've tried three times to ring sky only to be left in the automated queue before being cut off after an hour...

im even on hold on my mobile trying to get through to cancellations only to be left on hold with them for the past 20 minutes...

@zziplex+user

The phone lines have been much busier than normal due to the Sky Glass/Stream issue which is why you couldn't get through.

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 (from 01/04/24 the rates are £9.76 per day).