topic Re: Desperate for help in Broadband

Desperate for help

dacosta78 — Sun, 27 Jul 2025 15:16:07 GMT

I have gone from no issues to a total breakdown of service with regards to my broadband. I have exhausted all avenues regards to the online services for help and chats with an AI bot. I need an engineer desperately. Can anyone give me a direct number to a human that can help you with this issue. Sky has become faceless. I was once able to speak to a call Centre which seems to have been replaced with AI robots. I just need to engineer before I go to the lengths of cancelling my direct debit. Any information gratefully received.

Re: Desperate for help

caesarome — Sun, 27 Jul 2025 15:20:17 GMT

@dacosta78

The first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
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 and when you do say nothing when asked anything by the bot and remain on the line.

Re: Desperate for help

JimM1 — Sun, 27 Jul 2025 16:01:58 GMT

@dacosta78 Would not cancel the DD, you will end up with a lot off problems all caused by you doing so!

Re: Desperate for help

dacosta78 — Sun, 27 Jul 2025 17:02:01 GMT

I've been paying for services not received for over 6 weeks. Just after a human to rectify the situation.

Re: Desperate for help

JimM1 — Sun, 27 Jul 2025 17:07:20 GMT

@dacosta78 Then you need to call sky, hang on the phone go through all the CS requested steps and test's, links were sent, you did not or care not to reply about them. The Forum is all customers trying to help for those that wish it!

The number is in the link see need more help.

https://www.sky.com/help/home

Re: Desperate for help

Daniel0210 — Sun, 27 Jul 2025 17:16:39 GMT

@dacosta78

The usual fix time provided by Openreach are 2 working days so had you contacted Sky 6 weeks ago when it first became an issue it would probably have been fixed weeks ago.

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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 Ofcom’s website:~
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.

This auto compensation is 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.