topic Re: Connection in Broadband

Connection

Paul480 — Tue, 17 Dec 2024 09:18:03 GMT

morning

We have been without broadband for a week now and I was just wondering when we are likely to be back online?

Also, what compensation are we entitled to?

have you any 4G Wi-Fi devices or anything else you can provide? Provide us with so we can access the Internet?

Re: Connection

TimmyBGood — Tue, 17 Dec 2024 09:50:20 GMT

@Paul480 wrote:

We have been without broadband for a week now and I was just wondering when we are likely to be back online?

No-one posting to this forum can tell you that.

Also, what compensation are we entitled to?

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

have you any 4G Wi-Fi devices or anything else you can provide?

Sky Broadband does not do so for domestic service, other than adding some cellular data to the accounts of Sky Mobile users who also have the Broadband Boost or WiFi Max subscription supplement. Sky Business Broadband has an option for 4G failover at an additional monthly cost.

Re: Connection

Daniel0210 — Tue, 17 Dec 2024 10:18:12 GMT

@Paul480
The link provided by @TimmyBGood explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.

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: Connection

Paul480 — Tue, 17 Dec 2024 11:23:39 GMT

Can you provide us with alternative Wi-Fi like a 4G router?

can you give me an idea when this problem is going to be fixed

Re: Connection

Daniel0210 — Tue, 17 Dec 2024 12:23:14 GMT

@Paul480
We are mainly customers on here trying to help other customers and you aren’t directly contacting Sky Customer Services. We therefore cannot say when the fault will be fixed.

Re: Connection

Paul480 — Tue, 17 Dec 2024 12:25:08 GMT

Okay, I was told I could have a SIM card sent to me please can that be arranged?
an eSIM would be preferred

Re: Connection

Daniel0210 — Tue, 17 Dec 2024 12:26:20 GMT

@Paul480

As previously stated we are customers like yourself.