topic Re: Openreach/sky service in Broadband

Openreach/sky service

Dudbux — Thu, 20 Feb 2025 22:53:58 GMT

Our Sky Broadband has gone down, and an openreach engineer was booked to get the issue resolved.

the engineer didn't arrive, and now 1 week later we are still without connection, or even an appointment.

I continue to get the run around, customer service promise call backs, emails, texts and nothing happens. Today I was advise a ticket needed to be raised to remove the missed appt - I don't understand why this wasn't done 6 days ago.

what are my next steps? We work from home, have poor phone service and I've now clocked up 9 hours on the phone to support. I'm literally pulling my hair out.

Re: Openreach/sky service

Chrisee — Fri, 21 Feb 2025 07:08:50 GMT

@Dudbux that sounds bad but if you have had no service for 2 full working days after the fault was reported you should accrue compensation Customer Auto-Compensation | Sky Help | Sky.com

To get you some information I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Openreach/sky service

Dudbux — Fri, 21 Feb 2025 09:03:06 GMT

Thanks for escalating. I'm about to call again and ask for a manager, as they are simply not bothered in getting it resolved

Re: Openreach/sky service

Dudbux — Sat, 22 Feb 2025 12:00:51 GMT

What a surprise.

promised a call back today between 11am and 12pm - by both the call centre and online chat...

I guess the next steps to resolving this are involving the ombudsman? Does anyone have any other suggestions?

Re: Openreach/sky service

TimmyBGood — Sat, 22 Feb 2025 13:34:36 GMT

@Dudbux wrote:

I guess the next steps to resolving this are involving the ombudsman?

Alternative Dispute Resolution is not a quick route: they won't even accept a case until a complaint has been open with the ISP for eight weeks.

https://www.sky.com/help/articles/alternative-dispute-resolution