topic Re: Still No Internet Since June 22 — Despite Payment? Seriously? in Account & Billing

Still No Internet Since June 22 — Despite Payment? Seriously?

Henry39 — Tue, 24 Jun 2025 05:20:32 GMT

Dear Sky Customer Service,

Wow. Just wow.

It’s been since June 22 that I’ve had no internet connection—despite the fact that I’ve already paid. And yet here I am, still waiting. You said a team would come, but as expected... no one showed up. Classic.

This is beyond frustrating. I've had to endure several days of inconvenience, and for what? I thought you were supposed to be a reliable service provider, not a source of daily headaches.

If there’s any work being done in the area, at least have the common sense to ensure your other clients aren't affected. But clearly, that’s too much to ask.

So here’s what I need from you: Bring back my connection. TODAY. No more excuses. No more empty promises.

Regards,
Henry Ocampo

Re: Still No Internet Since June 22 — Despite Payment? Seriously?

peter-marlow+1966 — Tue, 24 Jun 2025 05:33:38 GMT

We are just fellow customers on here like yourself you would need to call sky about this and talk to them

Re: Still No Internet Since June 22 — Despite Payment? Seriously?

Daniel0210 — Tue, 24 Jun 2025 06:25:35 GMT

@Henry39

So I've read your post a couple of times. I think your broadband has been down since Sunday and you reported it to Sky. I hope this is correct.

In the UK the service level agreement between ISP’s and Openreach for fixing any fault is 2 WORKING DAYS. That makes today the second day. Openreach claim to fix faults in more than 80% of cases in this timeframe so hopefully this will be resolved today.

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 the Ofcom website:~
So 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.

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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

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