Apalling Customer Service

[SyedAdil]

My Sky Broadband has been completely down since 13 August, and despite multiple calls, follow-ups and escalation attempts, the issue is still not resolved.

I work from home and also have medical devices that rely on Wi-Fi connectivity, so this prolonged outage is causing a serious disruption, not just an inconvenience.

What is most frustrating is the lack of clear ownership. I have contacted Sky several times, but I still do not have a firm restoration date, a clear explanation of the underlying fault, or confidence that anyone is managing the issue end to end.

I am now looking for advice from the Sky Community and, ideally, escalation from the appropriate Sky team. Has anyone experienced a similar outage lasting this long, and was there a specific escalation route that helped get it resolved?

I would also like Sky to:

• Confirm the current status and root cause of the fault
• Provide a realistic restoration date
• Assign clear ownership until the service is restored
• Confirm the compensation applicable for the prolonged loss of service

I am happy to provide account details privately if a Sky representative can assist, but I do not want to post any personal or account information publicly.

After being without broadband since 13 August and repeatedly trying to escalate this, I really need this matter resolved urgently.

[GD1]

@SyedAdil  SKy cannot provide the following:

• Confirm the current status and root cause of the fault
• Provide a realistic restoration date

That is way out of their control and expecting a full breakdown of a route causes is highly unreasonable, the Network Operator doesn't provide that level of details to any ISP.  Sky do not have a crystal ball so they can't give you a resolution date.

You will be entitled to Auto Compensation as detailed here https://www.sky.com/help/articles/auto-compensation

Also WFH gives your service nio greater priority, if you have medical equipmne that relies on your broadband serive then you need to provide you wone backup or choose a provider that has 4G backup which will be at a higher cost to you.

To raise a complaint you need to use the correct routes detailed here https://www.sky.com/help/articles/how-to-make-a-complaint

The community isn't the correct place to log your complaint as no one from Sky will know who you are.

[Daniel0210]

@SyedAdil 
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like @GD1 and myself.

Sky usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council has been granted).

Sky can only provide updates based on information they receive from Openreach. 

▪️

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. This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️There is no automatic compensation for shorter outages.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.