topic Re: Service response times in Broadband

Service response times

TimSimpson — Tue, 30 Dec 2025 08:36:55 GMT

So I woke up this morning and the broadband wax down. Reset the box no change. Called sky made me go text based interactive. No good. Called various agents worked out it is a fault needs an engineer. Next available appointment is Jan 5. [removed]

Moderator Actions: removed inappropriate language

Re: Service response times

daveNOS — Tue, 30 Dec 2025 09:44:37 GMT

@TimSimpson Jan 5th sounds about right, the target time is 2 working days and that does not include bank holidays or weekends, there is also the time of year to take in to account.

Re: Service response times

TimSimpson — Tue, 30 Dec 2025 10:20:21 GMT

Thanksfor the reply. It just seems far too long. If they want to be customer centric it should be next day at worst. Problem seems to be that virgin still own the network and so can deprioritise sky technical escslations and annoy sky customers.

Re: Service response times

TimmyBGood — Tue, 30 Dec 2025 10:51:38 GMT

@TimSimpson wrote:

It just seems far too long. If they want to be customer centric it should be next day at worst.

Then we'd all have to pay considerably more than £1 - £2 per day (or the equivalent in Euros) to cover the personnel required by the network maintainer, particularly over the holiday period. Business Broadband with 'guaranteed' next day response is several hundred pounds per month.

Problem seems to be that virgin still own the network and so can deprioritise sky technical escslations and annoy sky customers.

That cannot happen in the UK where Sky doesn't use the private Virgin network and Ofcom supervises the neutrality of Openreach: arrangements are different in RoI.

Re: Service response times

GD1 — Tue, 30 Dec 2025 10:24:34 GMT

@TimSimpson Domestic Broadbad SLA's don't carry "Next Day" fault fixing as the timescales are set by the network operator.

Re: Service response times

TimSimpson — Tue, 30 Dec 2025 10:32:14 GMT

Like I was saying, virgin have them on a short leash.

Re: Service response times

TimmyBGood — Tue, 30 Dec 2025 10:56:10 GMT

@TimSimpson

Then presumably you are in RoI and it's something ComReg needs to address: realistically that means it's ultimately a political decision. In the UK a network operator cannot 'deprioritise' a particular client ISP to benefit another: consequently Openreach treats everyone equally badly...

Next-day-fix at domestic broadband subscription rates just isn't realistic though: competent telecoms engineers are expensive people to employ (and are allowed to have holidays too)