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Discussion topic: Broadband

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This message was authored by Hope8 This message was authored by: Hope8

Broadband

I was watching a Netflix series and about half 7 it lost connection, tried rebooting and troubleshooting still got nowhere


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This message was authored by Highlinder This message was authored by: Highlinder Answer

Re: Broadband

Posted by a Superuser, not a Sky employee. Find out more

@Hope8 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.



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This message was authored by Highlinder This message was authored by: Highlinder Answer

Re: Broadband

Posted by a Superuser, not a Sky employee. Find out more

@Hope8 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.



.

If someone has helped give them Like.

If you have found this solution helpful please tick this as the answer.



Hope8
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This message was authored by Hope8 This message was authored by: Hope8

Re: Broadband

@Highlinder thank you so much for that. It found a external fault so the Engineer is coming out on Thursday 7th if March

Hope8
Topic Author
This message was authored by Hope8 This message was authored by: Hope8

No broadband till Thursday 7th afternoon

I have asked a question the other day about my broadband and as it is a external fault and open reach are coming out on Thursday 7th afternoon, couldn't come any earlier cause I'm working. Now the question I'm asking is would I qualify for a rebate or something cause im without a tv till Thursday afternoon and it would be nearly a week without my tv working due to broadband issue? 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: No broadband till Thursday 7th afternoon

Posted by a Superuser, not a Sky employee. Find out more

@Hope8 

Not applicable for loss of TV. 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.
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 the fault is first reported to Sky, 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.

 

However… if you've delayed the appointment due to your lack of availability you may not get as much. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Hope8
Topic Author
This message was authored by Hope8 This message was authored by: Hope8

Re: Broadband

@Daniel0210 @Thank you for the information it's much appreciated 

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