topic Re: Broadband disconnected in Account & Billing

Broadband disconnected

RMcK3 — Tue, 11 Feb 2025 09:16:49 GMT

We have had no broadband since the storm. Please advise when this will be sorted. Will my charges stop considering I do not have the service? I await your reply.

Re: Broadband disconnected

Mark39 — Tue, 11 Feb 2025 09:24:17 GMT

Have you reported it to Sky? Any compensation you may be due depends on you reporting a fault.

Re: Broadband disconnected

PandJ2020 — Tue, 11 Feb 2025 09:25:24 GMT

@RMcK3 wrote:
Please advise when this will be sorted.

As we're other customers here we don't know.

@RMcK3 wrote:
Will my charges stop considering I do not have the service?

No.

But you should be entitled to auto compensation - https://www.sky.com/help/articles/auto-compensation

...but I suggest if you haven't spoken to Sky yet do it asap as unless the fault is reported it may not be fixed (nor entitled to compensation).

Re: Broadband disconnected

Liam0 — Tue, 11 Feb 2025 10:36:31 GMT

Same boat here , Friday will be 3 weeks without any broadband , how long without services do you have to be before cancellation of contract is a non chargeable option...?

Re: Broadband disconnected

Daniel0210 — Tue, 11 Feb 2025 10:41:09 GMT

@Liam0 wrote:

how long without services do you have to be before cancellation of contract is a non chargeable option...?

@Liam0

The storms were unprecedented so I don't think that option will be relevant.

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

The below 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 you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

Re: Broadband disconnected

RMcK3 — Tue, 11 Feb 2025 18:14:00 GMT

Yes I reported it today. The lines are broken.

Re: Broadband disconnected

Daniel0210 — Tue, 11 Feb 2025 18:17:03 GMT

@RMcK3

Then the consideration of auto compensation will kick in from Friday if not fixed.

Re: Broadband disconnected

Liam0 — Fri, 14 Feb 2025 15:27:04 GMT

Told this morning I’d have it resolved by 4pm , now being told an additional 3 - 5 days… **bleep**…!!