topic Re: Speaking to a human agent in Broadband

Speaking to a human agent

Solomon5 — Sat, 22 Nov 2025 10:52:19 GMT

I would like to speak to an agent not AI because it doesn't understand me

Re: Speaking to a human agent

Daniel0210 — Sat, 22 Nov 2025 11:20:30 GMT

Is it something we can advise on?

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

Re: Speaking to a human agent

Solomon5 — Sat, 22 Nov 2025 11:24:50 GMT

I am moving out from my current apartment to another, what should i do with my broadband, so i can use it where im going

Re: Speaking to a human agent

Daniel0210 — Sat, 22 Nov 2025 11:27:43 GMT

@Solomon5

See this link. Sky / Openreach need two weeks advance notice for Broadband/Talk moves.
https://www.sky.com/help/articles/home-move

Re: Speaking to a human agent

Genovevq — Tue, 25 Nov 2025 11:28:33 GMT

Please i was stay with out internet for 6 day,i come back for me compensation,i lose me assigment of me university,becouse it them falt of sky,not mine.The agent from sky tell me I received compensation i have more then 48 hours from since Wednesday 19/11/2025 from 08:00 am to 25/11/2025 mornin today.I have 144 with out internet . Thank you Genoveva

Re: Speaking to a human agent

Daniel0210 — Tue, 25 Nov 2025 11:31:29 GMT

@Genovevq
We are customers and this is a customer ➡️ customer discussion forum where we try to help other Sky customers. I’m afraid you aren’t communicating with Sky by posting on here.

Your post is a little difficult to understand.

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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️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.

Re: Speaking to a human agent

Chrisee — Tue, 25 Nov 2025 11:34:01 GMT

@Genovevq this is the compensation scheme approved by Ofcom Sky use Customer Auto-Compensation | Sky Help | Sky.com

note it only pays after w full working days and even then it does not count weekends. It takes a while to be calcukated and is credited to your account

No ISP pays anything for consequential loss an outage may have caused.