Broadband not working for 4 days

[Leighchaddy]

I reported my broadband being down last week I was told 48 hours to fix the problem but still no Internet and because I have sky glass I have no tv ither. When I last called the man who answered was so rude its putting me off calling again but when I pay 200 a month for my sky services I expect better

[ChrisSquire]

I have a similar problem I had broadband installed last Wednesday it's has never worked. I have called sky tech support five times and sent emails. Nothing has happened.  Nothing they are tone deaf and completely incompetent. 

[Daniel0210]

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

▪️

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.

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.

[Daniel0210]

---

@ChrisSquire wrote:

and sent emails. Nothing has happened.  

---

@ChrisSquire 

Sky don't use email for general communication or fault reporting which will explain the lack of an email response. 

[ChrisSquire]

What abut the phone calls why have they ignored those? I have spoken to technical support every day. I have spoken to cancellations. I have sent an email complaint and got a call back from someone who put me through yo technical support who again said someone would get back to me and nobody has. Now I am on the community being told I am doing it wrong. It's mental and I can't keep saying to then my broadband doesn't work. They are.not listening.  

[Daniel0210]

@ChrisSquire 

You didn't say the email was for the complaints process you just said you'd sent emails so that's fine. Sky have up to 8 weeks to resolve a complaint. As an aside Openreach don't work on domestic faults over the weekend anyway. 

[JimM1]

@ChrisSquire The standard response is 48Hrs, but a fix takes as long as it takes and you/sky have no idea what is involved with that, when it takes longer to get done for whatever the reason is you can only ask is someone on the case for getting it done and then even sky may not know the answer to that possibly! 

[ChrisSquire]

It's not open reach it's City Fibre.  I am thinking about calling them again this morning. But basic customer service would be to send a message to say the matter is in hand but I haven't received any communications from sky.   I had broadband with Virgin and I switched to Sky. Today is the last day of I 14 days cooling off so I may sign up with another company.  

[JimM1]

@ChrisSquire The CF fibre to sky has a few teething problems and not in the whole fully at it yet, then it's just what can be done!

[ChrisSquire]

I still don't have broadband it's been seven days now. Sky have no idea what is going on and City Fibre visited yesterday and said it was a major network fault but did nothing.   On the sky trouble shooter it says there are no network issues in my area. I don't understand why Sky arent keeping me updated. I call them every morning and have to go through the same procedure of checking my router when this isn't the problem then they say they'll call city fibre and  nobody gets back to me. To  escalate a complaint to a manager apparently takes seven days for a reply.    Switching to Sky has been a disaster and I hope people read this and think again before switch to them. 

[JimM1]

@ChrisSquire Have a read at the link below!

Flashing green PON light on ONT box | Sky Community

[Chrisee]

@ChrisSquire if you have reported tge issuecthe cooling off period does not apply but Sky allow 31 days. To raiseca complaint usecthese links How to make a Sky complaint | Sky Help | Sky.com

Sky's relationship with City Fibrecis very new and there appear to be a number of snags  and - I never thought I would write the next bit  - make Openreach look efficent.

[JimM1]

@Chrisee 🤣🤣🤣 cannot stop! You made my week!!!!

[ChrisSquire]

Thank you for the replies. I have posted an official written complaint today referencing the compensation and all the trouble I have had..  I still don't have broadband and at this rate I will be Plusnet customer on 15th October. I had hoped than Sky would have fixed the problem by now. I called  Sky again today nothing happened again, they will not give me any information.   And yes the wall box does have a blinking green light for Ethernet I read the other thread and from the conversations I have had with Sky technical it's a known issue  and City Fibre can't sort it out.  I feel sorry for the sky broadband technicial team, they seem stuck with a system they have no control over. 

[JimM1]

@ChrisSquire Have you already done the move to your new ISP as like the other poster has?