Brought to tears 😭

[Jeanmc1]

I have had no internet for the last 4 days. I keep contacting Sky and they say 'leave it with us an expert will get back to you' - nothing. No contact, no internet. All my equipment has been tested and tested. I'm convinced that this is an outside problem as my network doesn't show up to connect to. I've noticed in the list of local networks that there is a new Sky one. I think they've added someone new and pulled the plug on me. I am an elderly lady and rely on my internet for everything and am paying for a service that I'm not receiving. Please someone help! 

[Daniel0210]

@Jeanmc1 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault so hopefully something happens tomorrow (Monday).

▪️

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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️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.

[Jeanmc1]

Thank you for your kind and helpful reply. I have finally spoken to a very helpful person in the Technical Team who understood my frustration with having no service for the last four days and hopefully is going to find out the cause and remedy the situation.

[caesarome]

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@Jeanmc1 wrote:

I've noticed in the list of local networks that there is a new Sky one.

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@Jeanmc1 

If your device is seeing a new Sky network then that might be coming from a neighbours device.

If you look at your broadband hub are all the lights lit and working ?