Broadband not working, engineer not available for 6 days

[KatherineP]

This morning my internet has simply stopped working. My sky hub is showing an orange light under "internet"  after running the tests through the app I received the message that I needed to book an engineer. 

Today is Saturday, the earliest appointment is on Thursday, so that is basically a complete working week without internet.

As I work from home with no option to work from an office, is there a way to speed this up? And can I assume I'll be compensated for this loss of service if not?
 

[Teepsemail]

Where are you? I have same problem this morning, ran all the online tests to no avail, do you have a customer services number, I can't find it I'm tearing my hair out! 

[filizb]

Same thing happened to us. It stopped early morning and shows orange light at internet . We work from home and we don't know what to do as engineer can only visit on Wednesday 

[Highrise]

I've got the same issue! This is so frustrating as I suggested that there might be a general problem and the advisor insists it's an issue with my setup so an engineer visit is the only option and the earliest day they can come is Thursday. Also, I work from home and need hi-speed broadband never mind that I won't have access to the rubbish Sky Streaming service. This is just not acceptable and Sky need to look into this issue and do something. This is the 3rd time in the last fortnight that the broadband has been out. 

[filizb]

What phone number did you use to call them ? I haven't rang them yet as I was trying to find the right number 

[KatherineP]

I am based in north London. I couldn't find a phone number either, could only report the issue through the app, however I think if you try to raise a complaint you can speak to someone

https://www.sky.com/help/articles/how-to-make-a-complaint#call-us-only

[filizb]

I also live in north London - Archway 

[davefoster1974]

I have had the same issue and live in Archway too.  Sky help line told me there's no issue in the area and earliest engineer appointment is 5th October.  Does sound like there's an issue in the area?

[TimmyBGood]

@KatherineP @filizb @Highrise @Teepsemail 

As we repeat over and over again in this forum, domestic broadband has no service level agreement, no guarantees and no failover pathway (unless, with some ISPs, the user opts to pay extra for an additional cellular service)

Using a domestic broadband connection for Working From Home is a choice that brings no additional support or priority for Openreach attention: users go into exactly the same queue for resource availability.

The Openreach target  for domestic support is two working days (not counting weekends or bank holidays) and they report to Ofcom that they achieve this for 85% of faults.

[Julie816]

I'm in Archway too ! Can't get an engineer till Friday ! 🤬

[filizb]

@TimmyBGood noone said we have priority over those who don't work from home and I don't spend my days and nights on this forum so thank you for your super useful input 😀

[filizb]

Must be a local issue. I am calling them now so hopefully more people raise it with them 

[Julie816]

I'll call them too, seems strange the only problem is N London or Archway 

[KMA1]

Same issue, orange light! Turned off this morning. North London! Has to be a Sky issue, neighbours with Three and working fine.

[cookiemonsteruk]

@KMA1 

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@KMA1 wrote:

Same issue, orange light! Turned off this morning. North London! Has to be a Sky issue, neighbours with Three and working fine.

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Three are a 4g/5g home broadband provider so would not feature on openreach broadband outages.