topic Re: Annoyed in Broadband

Annoyed

Tara53 — Mon, 09 Jun 2025 07:46:24 GMT

We had an outage from 24th - 8th June sky have been not helpful at all now broadband not working properly had no compensation at all

Re: Annoyed

JimM1 — Mon, 09 Jun 2025 07:58:04 GMT

@Tara53 In what way have sky not been helpful with the current situation for you broadband, is it just your connection or is it an area wide failure. Compensation and if you are due any is not paid upfront to you. All the terms and guidelines regarding that are well documented.

The link below shows but there is also another for new lines and mobiles it is all in the sky help....

Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

Re: Annoyed

Tara53 — Mon, 09 Jun 2025 08:00:34 GMT

alot of customers affected car hit our telegraph pole and knocked 140 broadband customers no commivaton from sky all contact had to have come from ourselves ringing them all being told different outcomes

Re: Annoyed

JimM1 — Mon, 09 Jun 2025 08:06:54 GMT

@Tara53 That is what happens, there may be thousands off different incident's going on all over the country at any particular time, and reporting off one particular ie in your case what has occured, all you can do is raise a complaint to ask if the service could be improved in anyway.

Re: Annoyed

caesarome — Mon, 09 Jun 2025 08:24:40 GMT

If this telegraph pole has been fixed have you now run these online tests:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

Re: Annoyed

Daniel0210 — Mon, 09 Jun 2025 09:40:17 GMT

@Tara53 wrote:

had no compensation at all

@Tara53
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

This 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 Sky are notified of the fault, you will become eligible for it.

From the Ofcom website:~
So if your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

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