topic Re: No connection since 1015hrs in Broadband

No connection since 1015hrs

TomAsh3789 — Mon, 10 Feb 2025 18:39:27 GMT

I have no broadband and haven't all day. Service checker says it usually takes a couple of days to fix. I have recently upgraded to fibre and previously had no, or very few, outages. Is there a reliability issue with fibre? When might it be fixed? "A couple of days" really isn't much use for a homeworker.

Re: No connection since 1015hrs

Daniel0210 — Mon, 10 Feb 2025 18:50:25 GMT

@TomAsh3789
In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

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).

As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

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

Re: No connection since 1015hrs

TomAsh3789 — Wed, 12 Feb 2025 12:06:47 GMT

1205 12/02/25 still nothing. Unable to speak to anyone, just standard we know there is a problem and we are working on it. Appalling.

Re: No connection since 1015hrs

Daniel0210 — Wed, 12 Feb 2025 12:17:02 GMT

@TomAsh3789

It's frustrating but hardly appalling. Today is your third day so the automatic compensation should kick in. Obviously Openreach will still be severely impacted by the recent storms and no ISP delivering a domestic service can expect a faster repair service I'm afraid.

Sky can only update you on what Openreach have told them so it's not surprising you've had the standard response.

Re: No connection since 1015hrs

TomAsh3789 — Wed, 12 Feb 2025 12:19:51 GMT

In my view, it's appalling.

Storms haven't been a significant event in my part of the country, but if that is the reason it would be appreciated if that could be explained or communicated.

Re: No connection since 1015hrs

Daniel0210 — Wed, 12 Feb 2025 12:25:23 GMT

@TomAsh3789

Neither Openreach or Sky will comment on the length of time it is taking to fix. Some customers will have waited significantly longer than 48 hours for a repair. You could also factor in that if Openreach have to dig up a road/pavement during this process they have to seek permission from the council before doing so.

Re: No connection since 1015hrs

TomAsh3789 — Sat, 15 Feb 2025 17:51:24 GMT

15/02/25.

Outage allegedly fixed yesterday.

I'm still off line.

Sky Support advise turn it on and off!

Engineer booked for toda .as per Sky service checker advice.

Text from engineer received during appointment time to say don't wait in for us, there is still a fault and we don't need access to your property, don't know when it will be resolved.

Complaint made to Sky with generic reply received.

Further complaint made.

Re: No connection since 1015hrs

Daniel0210 — Sat, 15 Feb 2025 17:53:46 GMT

@TomAsh3789 wrote:

Complaint made to Sky with generic reply received.

Further complaint made.

@TomAsh3789

What have you actually complained about?

Re: No connection since 1015hrs

TomAsh3789 — Sat, 15 Feb 2025 17:59:25 GMT

The lack of meaningful updates and customer service.

The difficulty in contacting anyone.

The bland generic response to my complaint.

That my broadband hasn't been available for a working week.

The lack of help and alternative service provision.

Re: No connection since 1015hrs

Daniel0210 — Sat, 15 Feb 2025 18:09:50 GMT

@TomAsh3789

@TomAsh3789 wrote:

The lack of meaningful updates and customer service.

Your posts on this thread mention updates via various channels.

The difficulty in contacting anyone.

Whats happening when you call Sky? A wait for a call to be answered is the norm I'm afraid.

The bland generic response to my complaint.

Your complaint will get a generic reply and don't forget a complaint can take up to 8 weeks to be resolved before reaching a solution or deadlock.

That my broadband hasn't been available for a working week.

Which appears to be not under Skys control.

The lack of help and alternative service provision.

Sky is classed as a cheaper end domestic service and as such doesn't provide such a provision. You'd have to perhaps consider moving to a business subscription costing a good deal more.

Re: No connection since 1015hrs

TomAsh3789 — Sat, 15 Feb 2025 18:15:20 GMT

That is helpful. Thanks.