10 days with Sky and only 2.5 days working 😡

[Shell30]

My Sky broadband was activated on 30th October, within 24 hours it had stopped working, all tests done and said was a broadband issue not wifi...they requested an engineer and had multiple calls with them and was told basically "just wait" the morning the engineer came it randomly came on again before he'd done anything, tested everything - no problems from a broadband perspective. Another 24 hours, off again. Engineer thankfully gave us his number as Sky just said wait another 72 hours for an engineer 🙄 he came back the next day, replaced ONT and tested all fine - he spoke with the network who said Sky basically didn't cease the previous service just built on top and corrupted the profile, had to be rebuilt! They sorted that, had about 12 hours now off again and Sky won't tell me anything!!! Said they've escalated to network team, I said it's been done and they're saying it never has been escalated?! I can't get an update at all, I work from home some days so am stuck and cannot seem to make any progress on a resolution. Can anyone advise? I am at the point where I am just going to cancel but the service and communication has been shocking! Openreach engineer couldn't have done more but Sky have been terrible!

[Tom-W19]

Hi @Shell30 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Shell30]

After my previous post of o ly 2.5 days working wifi out of 10...the eventually got it back on on day 12 for yet again another 24 hours only. Its gone again and now I can't even escalate it to the network team (for what that's worth) as the app isn't working. I need someone to contact me asap from Community messaging service as I need this sorting AGAIN

[caesarome]

@Shell30 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Daniel0210]

@Shell30 

Your previous thread was already escalated? Have you participated in the chat invite?

[Shell30]

Can I have this re escalated please I need to speak with someone at Sky...can't get through on the phone!