topic Re: No internet since Saturday in Broadband

No internet since Saturday

Logan2015 — Mon, 16 Dec 2024 09:52:17 GMT

Had my fibre installed Tuesday come Saturday my NBIbox has red alarm light and my internet and talk are both amber spoke to sky at cost to myself as my sky talk down to be told it will be fixed within 24 hours lies as it's now Monday and no internet also why is help all done through a call centre in India the staff there are as helpful as they can be but their assistance is limited surely sky can do better than this or do you not care

Re: No internet since Saturday

TimmyBGood — Mon, 16 Dec 2024 09:59:11 GMT

@Logan2015 wrote:

spoke to sky at cost to myself as my sky talk down to be told it will be fixed within 24 hours lies as it's now Monday and no internet

Call centre staff shouldn't make such assurances, as realistically they often cannot know the cause(s) of a particular outage.

Re: No internet since Saturday

Logan2015 — Mon, 16 Dec 2024 10:00:30 GMT

That maybe but how does that help

Re: No internet since Saturday

TimmyBGood — Mon, 16 Dec 2024 10:35:49 GMT

@Logan2015

As you've logged the fault, it should be being worked on. My point was that 24 hours isn't a realistic timescale for domestic broadband repair, particularly over a weekend.

Re: No internet since Saturday

Logan2015 — Mon, 16 Dec 2024 10:48:08 GMT

Then they should have someone available to answer calls correctly and why are you telling me that I should be able to get the right information your response isn't helpful in solving my issue so why respond

Re: No internet since Saturday

Daniel0210 — Mon, 16 Dec 2024 11:09:05 GMT

@Logan2015

Do you realise that we are mainly customers on here trying to help other customers and you aren’t directly contacting Sky Customer Services?

Edit: section of post removed after advice from @TimmyBGood that OP is in ROI.

Re: No internet since Saturday

TimmyBGood — Mon, 16 Dec 2024 11:00:03 GMT

@Daniel0210

The reference to an 'NBIbox' suggests the Ofcom scheme doesn't apply. I don't know if there's an equivalent compensation regime over there.

Re: No internet since Saturday

Daniel0210 — Mon, 16 Dec 2024 11:01:47 GMT

@TimmyBGood

Thanks. NBI box - just googled it.

Re: No internet since Saturday

Logan2015 — Mon, 16 Dec 2024 11:06:04 GMT

I do and wasn't expecting him to solve my issue but if sky tell me it is going to be fixed I have the right to have the expectation of that happening that was my post originally so his response was not really helpful to me that was the point I was making thank you for your reply and no different rules here but appreciate the reply

Re: No internet since Saturday

FLC — Mon, 16 Dec 2024 13:12:47 GMT

@Logan2015

@TimmyBGoodexplained that you were made an unrealistic commitment & why. No idea why you're giving him a hard time, would you have preferred no response at all?