topic No internet connection and no updates from sky in Broadband

No internet connection and no updates from sky

Agw81 — Wed, 02 Oct 2024 20:23:46 GMT

We have had no connection since 11.30 on Saturday night 29 September. There has been no communication from sky about what has happened, when this will be properly resolved, what alternatives can be offered to maintain the service we are paying for and need for work or what compensation we will receive as a result of the non provision of service we have paid for or additional commuting expenses incurred

Re: No internet connection and no updates from sky

TimmyBGood — Wed, 02 Oct 2024 21:21:31 GMT

@Agw81 wrote:

There has been no communication from sky about what has happened,

ISPs typically don't report the cause of faults to domestic subscribers: realistically a household subscription rate doesn't cover that kind of interaction

when this will be properly resolved,

If you've logged the fault with Sky, the Openreach target time to fix is two working days starting the next working day morning: they report to Ofcom that they meet this target in around 85% of incidents.

what alternatives can be offered to maintain the service we are paying for and need for work

Sky doesn't offer alternative connection methods in the event of a broadband fault, other than adding data to a Sky Mobile account if the subscriber has the Broadband Boost add-on

or what compensation we will receive as a result of the non provision of service we have paid for or additional commuting expenses incurred

Compensation is paid under the Openreach scheme, but this doesn't cover consequential losses.

https://www.sky.com/help/articles/auto-compensation

Re: No internet connection and no updates from sky

Chrisee — Wed, 02 Oct 2024 20:33:52 GMT

@Agw81 12 days is quite a long time for a faultvto becfixed but it is not unknown. You would have to call Sky to get an update but often they know little more if as is lijely its an Openreach fault. You should be due compensation assuming Sky are aware of the issue see Customer Auto-Compensation | Sky Help | Sky.com

The fact you choose to use a connectiin sold fir domestic use for work is your choice but it doesnt give any priority or extra compensation.

Re: No internet connection and no updates from sky

Giggsy1977 — Wed, 02 Oct 2024 20:35:28 GMT

Have you run the Sky tests to see what they say?

Downdetector is a good website to check as well.

If you're on a domestic broadband service there won't be an alternative connection solution provided. Think you get 4G backup with BT?

If you have no service for I think 3 days, you will receive compensation in the form of credit on your bill. There is no compensation for commuting. If the fibre connection is critical, I would look at a business package from another provider. Expensive but has different agreements in place with regard to providing service and quicker response times. 👍

Re: No internet connection and no updates from sky

TimmyBGood — Wed, 02 Oct 2024 20:38:04 GMT

@Giggsy1977 wrote:

Think you get 4G backup with BT?

As an extra cost add-on (Halo 3+)

Sky offers something similar on their business broadband, but not their domestic service.

Re: No internet connection and no updates from sky

Mel511 — Wed, 02 Oct 2024 20:49:11 GMT

We have the same issue, no Internet for 11 days and still no engineer appt offered. Was told to I have to wait by really unhelpfull sky staff. I've spent over 4 hours on the phone over the last week and still nothing.

Re: No internet connection and no updates from sky

Giggsy1977 — Wed, 02 Oct 2024 20:50:54 GMT

Sounds bad. What did they say when you spoke to them?