topic Re: Broadband connection in Broadband

Broadband connection

JaffaJo — Tue, 12 Nov 2024 07:26:26 GMT

My broadband died 21.45 last night in middle of watching Netflix.

Does anyone how to report an broadband issue or call in after 10pm or before 9 am that it isn't working? The help and support pages takes me circles only and say try later. Now 10 hours later and still not working. And I can't find a way to report it.

The sky support pages and help finding steps must one of most naive pages I have ever seen. No responsibility from Sky that their service might not be working. As long as you can't call me, we are fine as we do t know. Typical Osterich syndrome.

Re: Broadband connection

Daniel0210 — Tue, 12 Nov 2024 07:32:48 GMT

@JaffaJo

Unfortunately Sky Customer Services are not 24/7. I'm not sure about their social media links but otherwise you could post on here.

edit- I thought Customer Services were open until 2300.

Re: Broadband connection

cookiemonsteruk — Tue, 12 Nov 2024 07:33:25 GMT

@JaffaJo

Where abouts are you?

There was an outage in southampton around that time

If not working by 08:00 call sky

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

Re: Broadband connection

JaffaJo — Tue, 12 Nov 2024 07:43:25 GMT

Good to know as I'm in Southampton. However, Sky's support pages say it fine in the area so clearly not working.

Re: Broadband connection

cookiemonsteruk — Tue, 12 Nov 2024 07:47:05 GMT

@JaffaJo

It was a short term outage now mainly rectified but not completely as you are the 2nd person reporting it so far today.

Re: Broadband connection

JaffaJo — Tue, 12 Nov 2024 07:47:36 GMT

Not to report issues, when you call in you get to an answer machine that send you a text and when you follow those steps that said no issue or try later. No possiblity to report it. Very frustrating

Re: Broadband connection

cookiemonsteruk — Tue, 12 Nov 2024 07:50:30 GMT

@JaffaJo

My last post was premature as within the last 45minutes reports have started again. Looks like people are waking up and noticing the fault

Re: Broadband connection

Navigator1 — Tue, 12 Nov 2024 10:16:42 GMT

I have the same issue in the same area and am also unable to find a way to report it...

Re: Broadband connection

Daniel0210 — Tue, 12 Nov 2024 10:19:01 GMT

@Navigator1 wrote:
unable to find a way to report it...

@Navigator1
From your Sky Talk landline (if it's working) or a Sky mobile dial 150 to call Sky (free).

Alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and a 0333 number is displayed.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated 0818 ROI number.
(The forum doesn’t allow us to type the numbers in full).

Similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

Re: Broadband connection

TimmyBGood — Tue, 12 Nov 2024 10:59:18 GMT

@JaffaJo wrote:

Does anyone how to report an broadband issue or call in after 10pm or before 9 am that it isn't working? The help and support pages takes me circles only and say try later. Now 10 hours later and still not working.

Openreach doesn't provide 24 hour maintenance support for individual domestic broadband connections, so domestic ISPs don't staff their support lines 24 hours a day. For either to do so would require subscription rates to rise significantly.

Re: Broadband connection

Navigator1 — Tue, 12 Nov 2024 10:39:13 GMT

Thanks @Daniel0210 I did manage to speak to someone. They think its an openreach issue and it's been passed on to the ntwork team apparently...

Re: Broadband connection

Daniel0210 — Tue, 12 Nov 2024 10:49:37 GMT

@Navigator1
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).