Cancelled engineer appointment

[JamesR1972]

Hi

Last week we had a thunderstorm which took out our broadband, we did all the checks including using a different router which showed no incoming Internet, so an engineer was booked for the 3rd June.

It then turned out there was an outage in the area, however we live remotely and know for some reason when this happened before we stayed off after the issue is repaired.

I then got a message from Sky cancelling the engineer. I checked the issue in the area was fixed but as expected we didnt go back on line.

I had to rebook an engineer which is now the 9th June which is 14 days without broadband. I rang Sky who told me in a roundabout way tuff there's no appointments before the 9th. They then sent me to Argos to get a dongle £50 and was told this will run as a hotspot, turns out it will only run one PC with USB so we have no house alarm no Sky TV no tablet no Google home for 14 days. 

Is this normal service from Sky? Is there anyway to get an engineer sooner? Think Ill cancell at the end of the contrac

[Daniel0210]

@JamesR1972 

Unfortunately unless there's a late cancellation in your area you've been provided with the earliest available date.

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.

[JamesR1972]

Hi

Thanks for the info, just disappointed they cancelled the appointment for the 3rd June, that date I could understand after a bad storm but to cancel it without asking if the service was back seems poor customer service. Thanks again