Getting in touch with anyone

Sara2736 — Mon, 22 Sep 2025 11:04:32 GMT

Anyone else find it useless to get in touch with someone. 5 days without Internet and each time I ring i have to go through the checks for the set up. 3 hrs wasted. Useless

Re: Getting in touch with anyone

Daniel0210 — Mon, 22 Sep 2025 13:52:31 GMT

@Sara2736 wrote:

each time I ring i have to go through the checks for the set up.

@Sara2736

Do you mean the security questions that Sky have to carry out to confirm they are talking to the account holder?

@Sara2736 wrote:

5 days without Internet

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful 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.

Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

topic Getting in touch with anyone in Broadband

Getting in touch with anyone

Re: Getting in touch with anyone