topic Re: no internet connection since 24’th Sept in Broadband

no internet connection since 24’th Sept

Jlai — Thu, 26 Sep 2024 22:49:55 GMT

Hi, internet is down since 24'th Sept. have factory reset, turned power off but still can't resolve, only power and WiFi light are on in green, internet and voice light is off, run broadband check via sky support, but replied our tests are currently unavailable, pls help.

Re: no internet connection since 24’th Sept

Jlai — Fri, 27 Sep 2024 10:00:37 GMT

no more work from home,

mobile data plan 95% used ,

no scheduled work appointment from sky / open reach ,

it's the fourth day now, when will my internet connection be fixed ?

Re: no internet connection since 24’th Sept

Daniel0210 — Fri, 27 Sep 2024 10:07:03 GMT

@Jlai
Have you actually contacted Sky and reported your fault?

Re: no internet connection since 24’th Sept

Jlai — Fri, 27 Sep 2024 13:10:05 GMT

@Daniel0210

Yes,

Sky support tried to run tests 3 times and not successful, they said the tests could not run through, they would pass the case to other department,

they issued me a case ref. No. on 24'th Sept ,

Re: no internet connection since 24’th Sept

Daniel0210 — Fri, 27 Sep 2024 13:16:05 GMT

@Jlai

If it's been passed to a back office team there's not a lot fellow customers here can do to help.

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).

Re: no internet connection since 24’th Sept

Jlai — Mon, 30 Sep 2024 12:54:24 GMT

Just received a text message from Sky saying they are still waiting for an update today, asked to wait for another 72 hours,rest of all refer to online support,We are now no more work from home and mobile data plan exhausted!

what sort of service or company is this?

Re: no internet connection since 24’th Sept

Daniel0210 — Mon, 30 Sep 2024 12:57:25 GMT

@Jlai wrote:

what sort of service or company is this?

@Jlai

It's a domestic service so any working from home is always at your own risk. No priority is given to customers wfh.