Broadbank down for five days, both working from home, kids on HT, supposed to be studying online

[Noel+McCourt]

The bells and whistles, full of promises, superfast broadband is down for 5 days; less than 6 months into a contract. I want out of the contract, but they won't let me leave, tell me the problem is not with them and it's with Openrach.

In my job, if I offer a service and take payment for it, I am responsible for ensuring the service is supplied. I can't pass the buck and I'm definitely couldn't continue to charge for it.

How this affects us:

No video calls for work meetings

Having to buy additional mobile data to work at all

Limited contact with relatives abroad because they don't engage in regular calls anymore and we don't have a landline anyway

Security cameras are offline.

No online study for the kids and limited access to school apps

No on demand Sky TV, Disney or Netflix and it's half term

All this and Sky can continue to charge £95 per month. I'm fairly sure if I refused to pay no court would seriously considering forcing payment for service which is not provided.

Anyone reading this considering Sky, go with a different provider for your broadband, don't get caught "all-in" like us.

[Chrisee]

@Noel+McCourtThe loss of your connection is very unlikely to be due to a fault with Sky's network instread it is almost certainly a fault in the Openreach network that any other ISP will have to use unless you have access to an alternative network like Virgin Media's but beware any network can get damaged and take time to be repaired. These things happen however much we all deplore them.

It is frustrating when you lose connectivity especially if working from home but the fact you choose to use a domestic connection for business is your decision and in no way gives you any priority. 

You will be due compensation for any delay over 2 working days which will help cover your extra data costs see Customer Auto-Compensation | Sky Help | Sky.com

[Daniel0210]

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@Noel+McCourt wrote:
No video calls for work meetings

Having to buy additional mobile data to work at all

In case you're not aware Sky Broadband is a domestic service so if you are relying on broadband for important work calls etc you should consider a business broadband account which will be considerably more expensive.

Limited contact with relatives abroad because they don't engage in regular calls anymore and we don't have a landline anyway

Thats not down to Sky. Your Broadband package is bundled together with Sky Talk so you do have a landline, you just choose not to use it. 

Security cameras are offline.

No online study for the kids and limited access to school apps

No on demand Sky TV, Disney or Netflix and it's half term

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 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).

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[Noel+McCourt]

It is a domestic connection and we're from home as it's half term and the kids are at home. Fairly regular occurrence these days.

My point is, Sky have completely washed their hands of this, but you're still taking payment and making a profit. I got through on the phone two days ago and have heard nothing since. What are you doing to resolve this? Are you on the phone to Openreach as I have been to you? Are you pushing them to resolve this? Have you found out anymore about the cause and therefore the ETA? On the phone call with Sky I was told the ETA was that day - this was obviously incorrect - have you found out anything since?

This (Removed) is just not good enough. If my contract was with Openreach and I would be asking them questions but unfortunately my contract is with Sky and you're obviously not bothered.

Moderator note: Removed inappropriate comment

[Daniel0210]

@Noel+McCourt 

I saw your second post before it disappeared, possibly caught by the spam filter. You aren't addressing Sky by posting on here. We are mainly customers trying to help other customers.

[Noel+McCourt]

Sure, but the first reply was a blanket defence of Sky and pretty much word for word from their customer support team, so I'm entitled to reply to that directly my with my thoughts.

[Tiggy46]

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@Noel+McCourt wrote:

Sure, but the first reply was a blanket defence of Sky and pretty much word for word from their customer support team, so I'm entitled to reply to that directly my with my thoughts.

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@Chrisee 's reply was not exactly a defence of Sky, it was a a statement of the facts, so it's very likely to be the same as you were told by Sky 🤷‍♂️