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Discussion topic: Broadband down

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This message was authored by Lukesmammy This message was authored by: Lukesmammy

Broadband down

Broadband is down, I have gone through all the steps that it has asked me on this app, on the sky box and even turned on and off the router several times. There was a power cut in my area for 5 mins this morning but it seems to have affected the broadband more. I need this sorted as soon as possible, I am working from home with a sick child who depends on YouTube to get him through the day.  Can someone help

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Broadband down

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

@Lukesmammy 
This is a customer helps customer based forum. I’m afraid you aren’t addressing Sky Customer Services and you're not reporting the fault here. If your Sky Talk landline is working give Sky a call by just dialling 150.


See this link re auto compensation 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 first report the fault to Sky, 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 account.


▪️I AM NOT A SKY EMPLOYEE ▪️
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
This message was authored by Chrisee This message was authored by: Chrisee

Re: Broadband down

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

@Lukesmammy sounds like the powercut could have damaged the Sky hub as these are often accompanied by a power surge. If the system doesnt come back call Sky to get a new hub sent out. Unfortunately working from home does not increase your priority as you are buying a domestic connection.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Broadband down

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

@Lukesmammy 

And if what @Chrisee has said is the issue the auto compensation won't apply.


▪️I AM NOT A SKY EMPLOYEE ▪️
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
Lukesmammy
Topic Author
This message was authored by Lukesmammy This message was authored by: Lukesmammy

Re: Broadband down

Thanks for your response, I actually got through to a person on the phone eventually 🙄

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