topic 11 days no internet in Broadband

11 days no internet

Pdscott — Tue, 24 Dec 2024 00:57:32 GMT

We've been 12 days with no internet from sky. They don't know what the problem is and are just blaming nbi.

Connection dropped on Dec 13 and hasn't been back since. I've called every day and they don't know what the issue is. They've told me it will be fixed on Dec 18, then 20, then 23 and now they say it will be fixed on the 24, which I'm doubtful.

Sky doesn't know why the connection dropped and don't seem to bothered to escalate the issue. They just blame nbi and keep giving me reconnection dates that pass.

What can I do?

Re: 11 days no internet

caesarome — Tue, 24 Dec 2024 05:46:57 GMT

@Pdscott wrote:

What can I do?

At the moment there is nothing you can do as all we can say is that you should qualify for compensation credit when the fault is fixed:

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

Re: 11 days no internet

Pdscott — Tue, 24 Dec 2024 06:09:28 GMT

Thanks @caesarome looks like that's UK online. I'm in Dublin so that might explain why they're not too pushed to fix it

Re: 11 days no internet

Chrisee — Tue, 24 Dec 2024 06:59:29 GMT

@Pdscott the compensation scheme is only for the UK as it was brought in by the UK regulator Ofcom, quite why the Irish authorities have not copied it is unclear. The actual outage is almost certainly down to the network operator rather than Sky.