Broadband issue how do you speak to anyone?

[tdsmirhj]

Same issue with everyone else. Certain apps, services, YouTube. Been happening for around 4 days now. I work from home and really need it resolving. How do I speak to anyone?  Also regarding compensation? Will I be compensated with the downtime?

[Daniel0210]

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@tdsmirhj wrote:

Same issue with everyone else. Certain apps, services, YouTube. Been happening for around 4 days now.

What issue as everyone else?

I work from home and really need it resolving.

Remember that Sky Broadband is a domestic service so wfh brings no additional or quicker support. 

How do I speak to anyone?  Also regarding compensation? Will I be compensated with the downtime?

To call Sky dial 150 (free) from either a Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🔹

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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.

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[tdsmirhj]

Same issue from this thread here. 

https://helpforum.sky.com/t5/Broadband/Cant-install-or-update-Android-Apps-through-Playstore-and-You...

I understand that a domestic broadband is different from business I was just describing the impact and not because someone can't play a video on YouTube.

The compensation scheme is a bit rubbish. To only be included if a total loss of service. but if the services you use with your broadband don't work then that should involve being compensated. 

E.g. yea non of my streaming services work, or online games but at least you can view the BBC News website. It's an extreme example but technically they can get away with it.

[Xplodzion]

This issue is making me livid, it's been happening for days and it makes setting up a new Android tablet impossible, it also makes watching Youtube basically impossible too, why is Sky taking so long to fix it?

[JimM1]

@tdsmirhj Pretty sure that every BB customer has every service, used or not! You have at least got the number to call them now. Better to buy Sky Broadband for Business at no doubt 10 times the cost, but insurance would also be a major asset and mobile hotspot transfer as a JIC factor!

[Daniel0210]

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@tdsmirhj wrote:

The compensation scheme is a bit rubbish. To only be included if a total loss of service. but if the services you use with your broadband don't work then that should involve being compensated. 

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@tdsmirhj 

That's a scheme for ISP's using Openreach that Sky joined so I don't think you'll sway Ofcom away from that. 

[tdsmirhj]

Yea I understand. Anyway. I have given them a ring. They going to replace my router but it does seem a big disconnect between support and other technical services.

[JimM1]

@tdsmirhj Take it you need a phone then and that is why you are using the sky hub!