Are Sky in breach of contract?

[Wynney78]

Our Sky fibre broadband had been down since 24th Dec 2024. Have spoken to Sky technical at least 15 times. With countless re-sets of the router etc. We've had a failed Openreach engineer visit and a failed Sky engineer visit. Openreach finally attended and said no issue their end, it has to be a Sky issue. Sky sent new routers and cables, which didn't work. Sky technical are at a loss. All lights are green on ONS box and router but no service. Traffic confirmed as going through fibre. Have booked time off work for failed visits and paid for add on of data for 3 mobile phones. We have the Sky Ultimate package but gave only been able to get basic live TV, no on demand or things like Netflix or multiroom, also part of TV package. Finally threw the towel in as have clocked up 9hrs plus of phone calls to Sky with no resolution. Have signed up with Virgin and called Sky to tell them we're cancelling. They said that we can cancel the broadband, due to being down for so long but we can't come out of contract with the TV. Argued, there's a significant loss of service to the TV package, as we're only able to access a small portion of the service we've signed up to, because of the broadband being down/unfixable and this is a breach of contract. On not only the broadband side but also the Sky TV side. Please can anyone advise further on the legality of this?

[Mark39]

I doubt there's any breach of contract. Once you get your Virgin broadband service up and running,  I'd suggest giving Sky a call to request a credit for the time you've been without a full TV service. As you've had a live tv service, they might not give you a full refund, but if you don't ask...

[Wynney78]

Hi, Sky are agreeing they are in breach of contract with our broadband, and are willing to release us from the contract early, but deny being in breach of contract for the Sky TV service, that's linked in with the broadband package. The TV service has been massively affected by the broadband being down, so surely they're in breach for both areas, as one feeds the other?

[PandJ2020]

Is it Sky Q?

[Mark39]

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@Wynney78 wrote:

Hi, Sky are agreeing they are in breach of contract with our broadband, and are willing to release us from the contract early, but deny being in breach of contract for the Sky TV service, that's linked in with the broadband package. The TV service has been massively affected by the broadband being down, so surely they're in breach for both areas, as one feeds the other?

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Sky tv and Sky Broadband aren't sold as linked products. They're treated as though your broadband service was provided by any other provider. For example Sky would have no liability if your broadband service was provided by BT.