topic Re: Left without any service in Broadband

Left without any service

Sunnyside — Wed, 19 Feb 2025 13:07:13 GMT

I signed up for Sky broadband on the 5th Jan and an engineer came to connect us on the 17th.

He said some work needed to be done at the cabinet/exchange and that on his investigation there was already a ticket on our line indicating this work had previously been identified as needing to be actioned. (I believe this was when we made an attempt to get broadband back in Aug last year).

So now, we wait for openreach to do this work, for which they need a permit from the council for road closure and traffic lights.

I've been getting updates from Sky which are always to say that there is no update.

So I'm wondering, how long do I have to wait without service? I have no phone line, poor mobile signal and between 1-4mbps on a data sim which we are trying to make work.

Is there some legislation that states what minimum service people should be getting and how long people can wait to be connected?

We rely so heavily on the internet now it's making it hard to do daily tasks like pay bills and receive important phone calls.

Also, can I do anything about the fact openreach clearly identified work needs to be done previously and completely failed to do it?

If anyone knows where I can go with this I'd appreciate the insight.

Thanks.

Re: Left without any service

caesarome — Wed, 19 Feb 2025 13:48:07 GMT

Sadly there is nothing that can be done to speed this up because of Ienreacj have got to set up temporary traffic lights then they do have to get permission from

thr council first and this is where the delay comes from.

As you were not connected on the given date you should qualify for broadband compensation which will be added to your account once you are up and running as you can read about it here:

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

Re: Left without any service

TimmyBGood — Wed, 19 Feb 2025 14:00:46 GMT

@Sunnyside wrote:

Is there some legislation that states what minimum service people should be getting and how long people can wait to be connected?

Unfortunately no such legislation or regulation exists.

Re: Left without any service

Sunnyside — Wed, 19 Feb 2025 14:03:41 GMT

Thanks for your reply.

I don't think I'm eligible for the compensation as it was a "provisional" and not a "confirmed" date but I'll apply they can only say no!

Re: Left without any service

Chrisee — Wed, 19 Feb 2025 14:34:45 GMT

@Sunnyside no need to a pply it is calculated and paid automatically if it is due but delayed provision is normally covered see Customer Auto-Compensation | Sky Help | Sky.com

Re: Left without any service

TimmyBGood — Wed, 19 Feb 2025 17:11:27 GMT

@Sunnyside wrote:.

Is there some legislation that states what minimum service people should be getting and how long people can wait to be connected?

I should qualify the answer I gave above: the Universal Service Obligation is for 10Mbs inbound and 1Mbs outbound, but it doesn't say anything about timescales for provisioning (and actually only applies to BT anyway)