Can you belive how rubbish Sky is?

[Christopher13]

Our broadband went down at 2.25am on Tuesday 18th November, yes I know over a week ago. That not only knocked out our Internet, or WiFi but also our home phone. It knocked out our Sky Stream, so no Sky TV, no method no Disney, no paramount, no Internet sports you get the picture, we sadly do not. I've had no updates, no messages, no communication, no compensation, no resolution, I've had advisers state its not our fault, sorry who do I pay for the service? I've had confirmation it would be fixed by the end of the day, surprisingly it wasn't, I've had an offer of sky glass while in the phone, Great that won't work either with no broadband, I've been transferred for a 1 minute query, surprise over 10 minutes later I gave up. I'm hoping and really it is hope that someone from Sky might actually read these community posts and react appropriately and resolve my issues.

[Christopher13]

Great even the auto correct has misspelt 'Believe '

[TimmyBGood]

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@Christopher13 wrote:
 I'm hoping and really it is hope that someone from Sky might actually read these community posts and react appropriately and resolve my issues.

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Unfortunately that's not the purpose of this forum.

When Sky advise they cannot resolve issues on the national network then that's correct: no individual ISP can do so.  Openreach is the only company which can touch infrastructure outside customer premises 

[Christopher13]

Thanks for the reply. Appreciate the information, this has not been communicated to me bar from you, but sadly, I guess it is put up, shut up and pay up is the way to play my inconvenience and loss of service. 

[Daniel0210]

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@Christopher13 wrote:
I've had no updates, no messages, no communication, no compensation, no resolution, 

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@Christopher13 

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 01/04/25 the new rates are £9.98 per 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.

[Christopher13]

Thank you for your reply, I didn't expect to get anything from my post but faith in people/community is restored, let's hope Sky can do the same with my service. 

[JimM1]

@Christopher13 Do you know if it is sky Specific fault hardware wise, that would be the only time that they are 100% accountable, If it is anything else infrastructure then that is purely down to OR Openreach or CF CityFibre whichever is the provider!