Broadband Down since 8th Oct Clarkston Glasgow

[NaziaAkif]

Hi our SKY broadband has been down since the 8th October in the Clarkston area of Glasgow.  Sky have said it's with openreach and have given no further updates as apparently they don't get them and it's only when Openreach update they will know.  We were initially told the 17th Oct, however when we called on the 17th Oct we have been there are no updates from Openreach and we just have to wait ! 

I have asked what the SLAs are with openreach but no one can tell me and we have to just wait ....

I find this really hard to believe, I've asked as I've looked and can't find anything in my contract about what the process is for broadband being down and sky have been unhelpful in answering this... Yes I should prob know but I can't find this and a bit of help sky would be nice ... 

 I find this unacceptable the updates on the internet say a couple of days and to me thats not 11 days later with no other follow up!

I've called for updates but sky have said they don't have any I'm not allowed to put a complaint in as there is no resolution and this is somehow acceptable?!!!! Also not allowed to speak to a senior where I've asked several times to escalate but again just point blank told no and it's not been done. Appalling service and especially when our service is down ... Where is the help or a solution in the meantime.  I've been told there is no alternative and compensation comes afterwards but where is the help now??? 

I can't believe the service sky is providing is APPALLING 

[Daniel0210]

@NaziaAkif 

Openreach are particularly poor at updating their isps which is why Sky can't update you more frequently. OR aim to fix faults within 2 working days and claim to do that in more than 80% of cases. Unfortunately if the fix involves digging up a road/pavement they have to obtain permission from your local council and get a crew to carry out the work. 

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.
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).