Broadband down for two weeks

[John386385]

Hi, my broadband has not worked since 12th January.  Two calls have been made by my daughters to try and resolve this.  One daughter was told on the 12th January after going through some procedures to sort it out without any success, that an engineer would be in touch over the next 3 - 7 days, we are now on day 13 and nobody has been in contact.

My other daughter rang to follow up yesterday to be told that the faults department was closed for the day, and that someone would ring back today.  

When will this be sorted please?  It is going on way too long

[Daniel0210]

We don't know @John386385 

You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting permission from the local council).

▪️

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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[John386385]

thank you