topic Re: escalate an issue in Broadband

escalate an issue

Anthony1969 — Tue, 10 Jun 2025 09:56:18 GMT

I have had no broadband sine Monday 2nd, i have called Sky so many times i have lost count and the final call today has annoyed and frustrated me so much as i feel i am now being fobbed off. The first engineer visit identified that the cable had been cut on the frontage of my property and then said i need a further visit to repair as he could not get to the hight required without a mechanical lift. The second appointment was made but they engineer did not arrive. I booled a third appointment and the engineer did not arrive with the mechanical lift so he could nor carry out the repairs. i have now been trying to book a forth visit for the last 2 days abut the shy employee is now telling me that they will have to call me back tomorrow but i was told that yesterday also and am now extremely frustrated with this lack of service and urgency since it is now over a week. Please can anyone offer me a way that I can excalate this. thanks in advance.

Re: escalate an issue

Daniel0210 — Tue, 10 Jun 2025 09:59:40 GMT

@Anthony1969

You're in the hands of Openreach I'm afraid and I don't think Sky can necessarily hasten the suitable engineer visit and the equipment needed.

Re: escalate an issue

SKY1992bf — Tue, 10 Jun 2025 10:02:21 GMT

@Anthony1969 If you haven't already you might want to make a formal complaint

https://www.sky.com/help/articles/how-to-make-a-complaint

but as @Daniel0210 mentioned Skys hands may be tied and there's nothing they can do to speed up the process

Re: escalate an issue

Anthony1969 — Tue, 10 Jun 2025 12:02:20 GMT

Thanks for the replies everyone, it's appreciated.