Broadband outage

[Craigybaby55]

My app says there is an outage in my area...this message has been there for 6 days.

I phoned to report and was told that it had been fixed but Openreach hadn't taken it off the system.

I'm unable to run speed tests on the app as this outage blocks this application.

I've phoned I've emailed (which is a waste of time) and now I'm on the forum hoping an expert will pick this up and get back to me.

Why does sky not listen to it's customers.

Why do they make it difficult to contact them.... I mean everyone does email..... except Sky 

I

[Chrisee]

@Craigybaby55 actually relatively few organisations offer support over email these days due to the GDPR. Sky staff need to check your id before they can access your account which cant be done over email.

From your post I assume your service has been restored but the marker is still showing in the Service Checker this should have been cleared overnight as routine Openreach data is refreshed but it may have missed updating.  This should not affect the use of the connection if you have a black Sky hub you can find the current connection speed in the hub's web interface see Sky Hub statistics

[Craigybaby55]

Having been on the phone with sky yet again it seems that the outage in my area is still there and hasn't been fixed as previously stated by another advisor.

And after 8 days they have no idea when this will be repaired.

Just to give everyone a heads up don't believe everything that sky tells you.

In fact as proved they will even tell you lies just to get you off the phone and as for the outage 8 days with a service that is up and down is ridiculous 

[Daniel0210]

@Craigybaby55 

If your service is "up and down" it won't apply but Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, 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 you notify Sky 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).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

[Craigybaby55]

Yes I understand what you are saying but the fact is that I'm on superfast 35 which guarantees speeds of at least 25mbps which I'm not getting I'm unable to check my speeds with the sky app......I'm using online speed tests I've asked sky for a copy of my daily download speeds for the last 8 days which they are unable to do.

My TV suffers from occasional buffering and the speech is regularly out of sync. On my sky app it states that they expect the outage to be fixed within 2 days or sooner in the last 8 days this same message has appeared and Sky either refuse or just couldn't be bothered to update this message thereby they refuse to keep me updated and informed which is unacceptable 

[Daniel0210]

@Craigybaby55 

That message appears because Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault so it's unlikely to change. Openreach are not the best at updating their ISPs regarding progress (or lack of) so all you can do is periodically contact Sky and ask them if they've had one. 

[TimmyBGood]

---

@Craigybaby55 wrote:

 On my sky app it states that they expect the outage to be fixed within 2 days or sooner in the last 8 days this same message has appeared and Sky either refuse or just couldn't be bothered to update this message thereby they refuse to keep me updated and informed which is unacceptable 

---

Unfortunately domestic broadband subscription rates of £1 to £2 a day just don't cover anything better.  With a business-grade leased line at £400 a month you might hope for more proactive information.

[Craigybaby55]

Hi this message is appearing on the Sky app and sky is the administrator/developer so they are in control of messages/notifications etc.....they can keep the 2 days message showing but there is no excuse for not updating customers on progress or lack of progress and generally keeping their customers informed..... this is just pure bad customer care..... failing to communicate and ignoring customers is not good business practice