Broadband not working - can I can in contract?

[leanne444]

Hi

we have sky broadband and sky glass but unfortunately been unable to use either properly for the last month. The broadband connection was on and off, so we had an engineer come on the 1st March. He moved and put a new phone line in but said the problem maybe outside the house. The broadband is now off again and will be for a week before another engineer can get to us. We also live in an area where mobile connections are really dodgy, so without WiFi, we can't use or phones, data etc. Not ideal with homework/work that needs doing. We also can't use the tv as it runs off the internet!

If Sky are unable to solve the problem, will we be able to cancel whilst we're in contact? I can't keep taking time off work to wait for the engineers or pay for weekend call outs. Also, we've had no internet or tv for the best part of 2 weeks this last month, will Sky re-emburse us?

thanks!

[Chrisee · Accepted solution]

@leanne444 if Sky cannot repair the fault then they will normally release you from contract if you ask them but you would have to raise a complaint. However there is one major issue if the fault is in the Openreach line as sounds likely switching to any other isp using the same line means the fault moves with you. If mobile broadband is not an option such a move is only worthwhile if you have an alterntive network in your road like Virgin Media.

[Daniel0210]

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@leanne444 wrote:

we've had no internet or tv for the best part of 2 weeks this last month, will Sky re-emburse us?

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@leanne444 
The below 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. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 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.

[leanne444]

Thank you for coming back to me.  We don't have Virgin here but Brsk have recently been installed on the road. I'll see what the engineer says on Thursday. Thanks again 

[leanne444]

Thank you! I'll definitely look into that .