Appalling customer service and no WiFi

[Demi25x]

My WiFi cut off at 10am this morning. I contacted sky immediately for a resolution as I work from home and cannot afford a loss of earnings. After multiple phone calls I have been spoken to disgracefully and my WiFi is not fixed. They are now telling me an engineer cannot come until Tuesday despite another agent confirming someone would come out tomorrow to have another agent tell me they lied. Has anyone else experienced this and do you have any tips as I have work everyday and cannot afford to lose out on even more earnings than I already lost today.

[Daniel0210]

@Demi25x 
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 if a pole or cabinet have been damaged or the road/pavement needs to be dug up (local council authority has to be granted).

◽️

The below 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 based customers.
https://www.sky.com/help/articles/auto-compensation

So 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 increased to £10.34 for every complete day).

Note:
▪️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 on 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.

[Demi25x]

I don't care about compensation I need my WiFi to work. I don't appreciate being led down the garden path all day by different staff telling me different things. 

[Demi25x]

And anyway it went of today Tuesday is not 2 days 

[Daniel0210]

@Demi25x 
You may not be aware but the Community is made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

[Sharcuk]

@Demi25x  The Openreach aim is to fix network problems in 2 working days, starting from the day it is reported. As this excludes weekends, you're looking at Tuesday at the earliest.

Whilst Sky are apparently happy for customers to use their broadband to enable working from home, it is a domestic service and those WFH will not get any preferential treatment.

[Demi25x]

I know I've contacted sky 5 times today and I was wondering if anyone had a similar experience 

[GD1]

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@Demi25x wrote:

I don't care about compensation I need my WiFi to work. I don't appreciate being led down the garden path all day by different staff telling me different things. 

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Well sadly for you it most certainly can't and won't be fixed in a day, as advised you have a domestic broadband service with the SLA that comes with it.  If you need 100% uptime then you need to invest in backup service yourself, Sky dont provide such a service, very few ISPs do, those that do charge a higher rate.

[Demi25x]

So is it normal for the lady to say someone will be out tomorrow don't worry and then to transfer me through to 'confirm the appointment' for the other agent to say she just lied to you and I don't know why?

[GD1]

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@Demi25x wrote:

And anyway it went of today Tuesday is not 2 days 

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2 working days after being reported means Monday is Day 1, Tuesday is day 2, if it's not fixed by then compensation kicks in from Wednesday, which is day 3.

What you’ll get

After you’ve told us your broadband and/or talk isn’t working at all, we have two full working days to fix it. If it’s not fixed, we’ll pay you £10.34 for each day until it is.

When will the compensation start

Your compensation will start from the third full working day.

If you report the problem on...	Your compensation will start from...
Monday	Thursday
Tuesday	Friday
Wednesday	Saturday
Thursday	Tuesday
Friday	Wednesday
Saturday	Wednesday
Sunday	Wednesday