topic Complaints in Broadband

Complaints

Irene30 — Fri, 31 Jul 2026 13:02:13 GMT

I am very disappointed I have been without Sky tv and broadband for over a week I let this go as I was awaiting to have fibrotic fitted today however engineer has said needs a cherry picker although any other contractor has used a ladder and to send someone out without one is absurd , I have been with sky a long time and was about to renew contract but I am now not so keen to do so this has cost me money as cannot work at home and have no sky tv. I would like to talk to someone asap

Re: Complaints

GD1 — Fri, 31 Jul 2026 13:28:03 GMT

@Irene30 wrote:

I am very disappointed I have been without Sky tv and broadband for over a week I let this go as I was awaiting to have fibrotic fitted today however engineer has said needs a cherry picker although any other contractor has used a ladder and to send someone out without one is absurd , I have been with sky a long time and was about to renew contract but I am now not so keen to do so this has cost me money as cannot work at home and have no sky tv. I would like to talk to someone asap

Best to call then as no one from Sky can identify who you are or your contact details, we are a customer helps customer community, your not contacting Sky customer services.

Re: Complaints

Bluesky26 — Fri, 31 Jul 2026 13:43:40 GMT

I've had 3 failed loss of broadband this month 3rd ooenreach visit Monday.

Lodge formal complaint with sky.

I just have.I also work from home.After two days you are entitled to daily compensation.

If you can set up a hot spot on your mobile phone.I have.You then get some access using your phone as a router.You can connect your tv to it.AI told me how to do it.

I understand your frustration.

Good luck.

Re: Complaints

Daniel0210 — Fri, 31 Jul 2026 13:58:49 GMT

@Bluesky26 wrote:
I also work from home. After two days you are entitled to daily compensation.

@Bluesky26 @Irene30
It is two working days as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

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. 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).

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