topic Re: Broadband Down for Several Days, Unable to Report in Broadband

Broadband Down for Several Days, Unable to Report

BroadbandUser44 — Sat, 18 Jan 2025 15:29:51 GMT

My sky broadband has been down for several days, and when I went online to report it - my online status checker said that Sky are aware of the issue and currently working to fix it, there's no need to contact them further. It's been 4 days now, and when I looked into how to get help, every avenue led me to chat bots that don't understand or help. I found a Sky policy that says they will reimburse some costs from the time of reporting, if broadband has been down for 2 days. It is not possible to contact them to report a fault though! The phone options never put me through to anyone, they just have an automated voice repeating they know about the problem in my area and hang up. What is the process here?

Re: Broadband Down for Several Days, Unable to Report

Daniel0210 — Sat, 18 Jan 2025 15:34:59 GMT

@BroadbandUser44
Call Sky by dialling 150 free from your Sky Talk landline. Stay on the line, and don't say anything when asked by the bot you shoukd join a queue to speak to an agent.

Fixing a fault within 2 WORKING days is the service level agreement between ISP’s and Openreach. 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 for UK customers.
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).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

Re: Broadband Down for Several Days, Unable to Report

BroadbandUser44 — Sat, 18 Jan 2025 16:12:42 GMT

Hi Daniel, what is the process for calling from mobile? I don't have a landline and the customer service line is fully automated and hangs up once they've told me they're aware of the issue in my area.

Re: Broadband Down for Several Days, Unable to Report

Daniel0210 — Sat, 18 Jan 2025 16:16:47 GMT

@BroadbandUser44
To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile or alternatively use the following link which will lead to contact details possibly including a phone number:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’.
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’.

Any calls to Sky will initially be automated which may try to send you here to the forum.

Alternative means of contact are:
(a) through the Sky Virtual Assistant on the same page - depending on your query, which can connect you with a live agent virtually if necessary or provide you with the contact number or
(b) via Skys social media sites (the links are at the bottom of this page).