Atrocious Levels of Service for Broadband and Satellite Issues

[Alan194]

I have been with Sky 23 years and the level of service I am currently getting to resolve ongoing issues we have with with regards to Sky Broadband, Sky Television, Sky Talk Telephone, Sky Mobile,  Sky Protect and Compensation Levels is non existent.

Broadband - I have been having ongoing well documented issues with my Broadband for a number of years. Late last year Sky sent a new Router to see if that was the issue. Our Broadband was then down from the 26th December 2024 > 31st December 2024. Openreach attended on the 31st December 2025 and the issue seemed to be resolved after a 6 hour call out going up poles and opening chambers in the street. I see for that for 5 days no Broadband or TV service Sky have automatically applied £9.76 in compensation!

Our Broadband then went down on the 24th January and remains down. A Sky Engineer attended on Tuesday 28th January 2025 and could not fix it. An Openreach Engineer attend today 30th January 2025 and advised that it was now working. It definitely  is not. We are reliant on Broadband to attend University webinars that we have booked.

On a call today to explain the situation one of you advisors advised that I should perhaps try another service provider?

Television - Our satellite dish was affected by storm Eowyn on the 24th January 2025. I called Sky and they said if I have Sky Protect call them. I do have Sky Protect, but they are saying it is the 22nd March 2025 before Sky can attend. I got it to the 22nd March 2025 in from the 01st April 2025 only after phoning Sky. Sky Protect are only interested in trying to sell mobile phone insurance and advise that I won't be charged for a Saturday call out! They also suggested I should get my own Engineer. I appreciate that a lot of satellite dishes are storm affected, but 9 weeks is a long wait, and why do I need to call in constantly on lengthy calls to see if their is a team available on a cancellation at a sooner date?

Sky Talk Telephone - In the course of the various Broadband repairs over the last 18 months Openreach on behalf of Sky removed my phone line. We want it back. Every time I phone Sky, they don't recognise my mobile number and ask for my landline number, so as I am paying for it, please reinstate it.

Sky Mobile - We have been burning through data to keep laptops going due to the above noted issues. At our cost!

[Daniel0210]

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@Alan194 wrote:

Broadband - I have been having ongoing well documented issues with my Broadband for a number of years. Late last year Sky sent a new Router to see if that was the issue. Our Broadband was then down from the 26th December 2024 > 31st December 2024. Openreach attended on the 31st December 2025 and the issue seemed to be resolved after a 6 hour call out going up poles and opening chambers in the street. I see for that for 5 days no Broadband or TV service Sky have automatically applied £9.76 in compensation!

Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, 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 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 you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

Our Broadband then went down on the 24th January and remains down. A Sky Engineer attended on Tuesday 28th January 2025 and could not fix it. An Openreach Engineer attend today 30th January 2025 and advised that it was now working. It definitely  is not. We are reliant on Broadband to attend University webinars that we have booked.

On a call today to explain the situation one of you advisors advised that I should perhaps try another service provider.

Not our adviser. We are fellow customers on here.

Television - Our satellite dish was affected by storm Eowyn on the 24th January 2025. I called Sky and they said if I have Sky Protect call them. I do have Sky Protect, but they are saying it is the 22nd March 2025 before Sky can attend. I got it to the 22nd March 2025 in from the 01st April 2025 only after phoning Sky. Sky Protect are only interested in trying to sell mobile phone insurance and advise that I won't be charged for a Saturday call out! They also suggested I should get my own Engineer. I appreciate that a lot of satellite dishes are storm affected, but 9 weeks is a long wait, and why do I need to call in constantly on lengthy calls to see if their is a team available on a cancellation at a sooner date?

Sky Protect is operated by Domestic and General Insurance and they will reimburse a weeks part of your TV subscription if they can't fix or replace in the next working day. 

Sky Talk Telephone - In the course of the various Broadband repairs over the last 18 months Openreach on behalf of Sky removed my phone line. We want it back. Every time I phone Sky, they don't recognise my mobile number and ask for my landline number, so as I am paying for it, please reinstate it.

There should be no reason your landline connection was removed but having said that, if you're on a Sky Pay As You Talk tariff you aren't paying Talk charges. 

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[TimmyBGood]

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@Alan194 wrote:

They also suggested I should get my own Engineer. I appreciate that a lot of satellite dishes are storm affected, but 9 weeks is a long wait, and why do I need to call in constantly on lengthy calls to see if their is a team available on a cancellation at a sooner date?

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Yeah, that's pretty awful, but unfortunately reflects the scaling down of satellite television in the UK & RoI in advance of it ceasing entirely in what's likely to be a few years time.

https://news.sky.com/story/sky-to-cut-1-000-roles-this-year-amid-shift-from-satellite-services