topic Re: Worse Service received from Sky in Broadband

Worse Service received from Sky

KS50 — Fri, 29 May 2026 06:50:20 GMT

I have now been without broadband for 8 days, I have contacted customer services 5 times in the last 7 days and have been promised an engineer will be out to fixed it - I have received mixed communications on where the fault lies either open reach or in my home. Someone was due to come yesterday morning, there was a break down no one came meant to come yesterday afternoon, no reason just they could not make it and only found out when I called to ask where they were. Now it's meant to be today checked on the App no appointment there. I am literally at my wits end both myself and my daughter work from home and have had to travel into the office this week which is fine however I can't be in the office and at home waiting for an engineer - as a loyal customer of 23 years I just want it fixed. I have no idea where to go to get this resolved. Any help or advice would be very much appreciated

Re: Worse Service received from Sky

Chrisee — Fri, 29 May 2026 07:06:24 GMT

@KS50 it is often impossible to pin down the source of a fault which can be anywhere between the exchange and your hub. It is likely tests have been run by Openreach who own the network Sky uses butvfailed to identify a fault. If a home visit is required you are usally given a fixed slot which if Openreach miss they pay compensation as explained here see Customer Auto-Compensation | Sky Help | Sky.com

It is complicated by the fact Openreach don't accept queries directly from the end customer they have to come through the ISP in your case Sky. If its any consolation these issues affect all ISPs including those in the BT group who own Openreach.

To get you some help I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

My Post Has Been Escalated – What Happens Next on Sky Community

Re: Worse Service received from Sky

KS50 — Fri, 29 May 2026 08:21:43 GMT

Thanks for your response I have now just received a message to say some will be here tomorrow rather than today - no explanation as to why this has changed this is a complete joke and I will be looking to move away now i know I am only 1 person but this service has been absolutely shocking will await the escalation chat as obviously no one will ring me !!

Re: Worse Service received from Sky

Daniel0210 — Fri, 29 May 2026 08:28:07 GMT

@KS50 wrote:
will await the escalation chat as obviously no one will ring me !!

@KS50

Yes wait for the chat invite. No one from Sky will ring you as a result of posting on here. Any Sky account/s you may have are not linked to your Community Forum username so no one knows who you are.

It's worth adding that Sky broadband being discussed on here is a domestic service and whilst it's fine for those customers working from home to use it they won't receive additional or quicker support.

Re: Worse Service received from Sky

Danz994 — Fri, 29 May 2026 12:02:50 GMT

Good afternoon @Chrisee Thanks for making us aware of this. I'll send @KS50 an invite now and we can assist further. Thanks, Danielle