Broadband useless

[Kimberley7]

Broadband down for the second time in a week, absolutely fed up of this now,.  This got reported yesterday dinner time but nothing has been done. Sick of phoning up and even we put a complaint in nothing gets done quick enough.  All they can offer is £5 off next bill absolute joke.   We have a child who as additional needs  who's routine is now completely gone because of this. We pay you guys and you'd just blame outreach. 

[Daniel0210]

@Kimberley7 

Openreach are responsible for any repairs. Unless it's a bigger outage Openreach (not Outreach) do not work on individual domestic faults at the weekend. 

In the UK 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). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

[Kimberley7]

we reported it on the Friday lunch time after having the internet back on for 36 hours from the Wednesday and sky did not put a report into open reach till yesterday afternoon.  I have been with sky for 12 years and honestly just fed up with them now. My son who's currently on half term is completely out of routine to start with and this now with having no internet he is struggling with his food because of the routine been messed up with not being able to watch a certain YouTuber he sits every day watching  with his dinner/tea and supper .   I couldn't give a flying monkeys about the compensation I need what I pay for, I have a vunerable child at home and they won't compensate me for anything that gets broken due to his meltdowns will they. 

[FLC]

@Kimberley7 

@Daniel0210was simply pointing out the service levels you can expect from Openreach/Sky. Sadly many people have unrealistic expectations from a domestic service, expecially those working from home. If broadband is a critical need, then maybe you need to look at the option of having mobile data as a backup? I don't believe Sky offer that to residentitial customers, only business. That's obviously going to be more expensive but it's an option. It might also be an option to connect devices to your phone as a hotspot. But that depends on what sort of coverage you have at home & whether you have a large amount of data built into your phone contract.

[Daniel0210]

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@Kimberley7 wrote:

they won't compensate me for anything that gets broken due to his meltdowns will they. 

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@Kimberley7 

No they won't. They didn't have to credit your account by £5 either but they did. I'm sorry your son is struggling with the change in his routine but unfortunately you are relying on Openreach to sort it and their service level agreement with those ISPs using their infrastructure. 

[Kimberley7]

I get what your saying it's down to open reach not sky but seriously £5 that's not even going to get me 1gb data and I'm with sky mobile.   Looks like I'm on my own with my opinion.