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Discussion topic: Broadband Down for Several Days, Unable to Report

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This message was authored by: BroadbandUser44

Broadband Down for Several Days, Unable to Report

My sky broadband has been down for several days, and when I went online to report it - my online status checker said that Sky are aware of the issue and currently working to fix it, there's no need to contact them further. It's been 4 days now, and when I looked into how to get help, every avenue led me to chat bots that don't understand or help. I found a Sky policy that says they will reimburse some costs from the time of reporting, if broadband has been down for 2 days. It is not possible to contact them to report a fault though! The phone options never put me through to anyone, they just have an automated voice repeating they know about the problem in my area and hang up. What is the process here?

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This message was authored by: Daniel0210

Re: Broadband Down for Several Days, Unable to Report

Posted by a Superuser, not a Sky employee. Find out more

@BroadbandUser44 
Call Sky by dialling 150 free from your Sky Talk landline. Stay on the line, and don't say anything when asked by the bot you shoukd join a queue to speak to an agent.

 

Fixing a fault within 2 WORKING days is the service level agreement between ISP’s and Openreach. 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).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise)▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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This message was authored by: BroadbandUser44

Re: Broadband Down for Several Days, Unable to Report

Hi Daniel, what is the process for calling from mobile? I don't have a landline and the customer service line is fully automated and hangs up once they've told me they're aware of the issue in my area. 

This message was authored by: Daniel0210

Re: Broadband Down for Several Days, Unable to Report

Posted by a Superuser, not a Sky employee. Find out more

@BroadbandUser44 
To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile or alternatively use the following link which will lead to contact details possibly including a phone number:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’.

Any calls to Sky will initially be automated which may try to send you here to the forum.

Alternative means of contact are:
(a) through the Sky Virtual Assistant on the same page - depending on your query, which can connect you with a live agent virtually if necessary or provide you with the contact number or
(b) via Skys social media sites (the links are at the bottom of this page).


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise)▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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