Broadband Outage and lack of information from sky

[Ed102]

My Broadband and Sky internet has been our since 14th of August.

I know it is a line problem in my area and that we are dependent on Openreach to resolve the problem - but Sky's lack of information, and their absolutely pathetic AI responses, are incredibly frustrating. 

My neighbours who are with respectively BT and Vodafone at least are able to get an update.

All we get from Sky is ' We are aware there is a problem in your area and we are working hard to fix it'  'It usually takes 2-3 days to sort but can be sooner'.

Still the same message 3 weeks later.

No apology from Sky, no update on the problem, no-one I can rage at - just a fustrating inability to get anything resolved.

I believe that compensation is due - but no mention of this anywhere; no fixed date for a fix and still the same pathetic messages.

Does anyone have a contact that would allow me to vent some frustration anywhere and possibly get some action started??

[Daniel0210]

@Ed102 

Action has started as Sky will have notified Openreach. 

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISP’s and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases.

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.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[jamesn123]

@Ed102 

There is little point attempting to get in contact with anyone if Sky are already aware of the issue. There is nothing you can say or do that will get any action started as Openreach will be fully aware of the issue and will be evaluating the best way to fix the problem. If its a physical line break it could be as bad as requiring road works & council permission to dig up pavement or road surface which can take weeks.

As for compensation, the details on this can be found here, essentially you are entitled to £9.98 per day of outage after two full working days without service has passed. Assuming you reported it to Sky on the 14th then your compensation would have started on the Tuesday (19th) so you are currently at around £140 woth of compensation.