Shocking service

Welshcakes — Sun, 10 May 2026 16:45:28 GMT

Broadband went off 12 days ago been constantly lied to they will not fix it honestly feels like im banging my head against a brick wall 28 calls later, then an operator who started shouting at me because I hung she sent me rude messages about manners and no wonder nobody will help. Im still without service

Re: Shocking service

Daniel0210 — Sun, 10 May 2026 16:47:56 GMT

@Welshcakes
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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 April 2026 the rate has increased to £10.34 for every complete 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: Shocking service

Welshcakes — Sun, 10 May 2026 16:52:38 GMT

To be honest engineers are being booked then they are not turning up because sky forgot to book the appointment then apparently the engineer was in hospital then openreach are working on the fault then they are not. Its an absolute nightmare its been escalated three times but they dont care, ive been told so much lies my head is fried 🤣

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