Loosing the will to live

[Display+name+88]

Hoping to hear advice or tips of how to get anything resolved professionally without being fobbed off or ignored. Our internet is on its second day of being down which means to wifi or ability to use TV properly. Im also a sky mobile customer 4g is so sketchy and unstable so working from home has been challenging. I am having to pay EE the last 2 days to connect to the cloud to have any sort of stable connection. Sky said would keep us updated but took me an hour tonight via live chat to explain all the issues and finally speak to someone who was less than helpful. We spend over £120 a month with sky through our products and just feel customer service is getting worse. This comes off a week in July where our internet barely worked to the point they admitted we could leave contract early but only the broadband so would still have to pay for our TV and couldnt be released early. Has anyone successfully been looked after and had faith in sky restored and dispute handled professionally? Mobile contract ends next month and doesnt seem like they really care for existing customers

[Daniel0210]

@Display+name+88 

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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

Sky can only provide updates that Openreach have given them. If OR haven't provided one then there's nothing Sky can pass on. The circumstances you find yourself in are not uncommon. 

As for a TV subscription, you were correctly advised. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. (If they agree you’ll have to pay the remainder of your discounted term).

[TimmyBGood]

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@Display+name+88 wrote:

 This comes off a week in July where our internet barely worked to the point they admitted we could leave contract early but only the broadband so would still have to pay for our TV and couldnt be released early. 

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That suggests your broadband is delivered over a legacy copper circuit which Sky has no confidence in Openreach to improve.