Broadband Still Down

[Adzz]

Amazed to see on openreach website they offer 2 service levels. The good one guarantees all faults fixed in 24hours. The poor one is 3 days. Interesting to see sky say 3 days for all faults meaning they buy the cheapest/poorest support packages from suppliers then resell to customers at £50/month.

Been a sky customer for 15years. Will be cancelling all services and families services end of contract. Massive outage in SouthWales postcode. Only sky affected. All Neighbours on BT absolutely fine. Sky and their reselling of openreach is so poor its horrendous. Caused absolute CHAOS for myself and family over Easter. Totally unacceptable. Don't even pay openreach to fix faults on weekends. Profit margins for sky? £100s of millions. Absolutely pig sick of totally absent service. Can't even give information on uptime or actual problem. 

[Chrisee]

@Adzz appreciste you sre frustrated by losing your connection but you are confusing several different  things. The service levels Openreach offer are for work on the lines from the exchange to the end user.. Sky like BT/EE, Talk Talk and all other ISPs selling to the general public offer the domestic SLA. If you require the higher business level be prepared to,pay several times more for your service.. Ofcom set the standards and monitor the market and.Sky operate their compensation scheme see Customer Auto-Compensation | Sky Help | Sky.com

A fault of the type you describe if it only affects Sky customers means it is at the exchange or beyond in Sky's own backhaul network so would not be affected by the Openreach SLA. I have no idea what is wrong but failure of a server or a break in a backhaul link is not trivial and will be fixed as fast as it can be. However until some body invents equipment that never fails and stops digger drivers breaking fibre cables etc  there will always be occasional issues.

[Adzz]

Not confusing anything. Take a look yourself at openreach services to resellers. I use to work for them 😉

[Chrisee]

@Adzz in which case you will know all of the domestic ISPs buy the same support level,and that business services carry a significant premium. 

[daveNOS]

@Adzz Sky offer the same maintenance level agreement as most(if not all) domestic providers, I haven't yet come across one who uses the maintenance level 2 that Openreach offer, the only service I've had that did was BT Business and the cost of that was significantly more.

If you used to work for Openreach then you know how it works when faults happen, it's rarely down to the ISP's and usually down to the aging Openreach infrastructure that hasn't been proactively maintained for decades.

[Adzz]

Absolutely spot on and couldn't agree more. I don't pay my bills to openreach though...

[jamesn123]

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@Adzz wrote:

Absolutely spot on and couldn't agree more. I don't pay my bills to openreach though...

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Yet you continue to agree to & pay Sky for the service in which you know you are getting. 

If you want the higher tier pay a premium ISP like Zen or for a business line. Or better yet use an ISP/solution that doesn't use Openreach infrastructure.