Connected 2 days ago but can't connect to broadband

[agylli]

I was connected on Tuesday, and the longest period of actually being connected was for 23 hours until 10am this morning when the hub just rebooted and won't connect to the broadband.  (The hub just continously flashes an amber light - I have rebooted the hub still just the flashing light.)  I have an engineer booked to turn up on  Monday, but now have no broadband or TV.  Not very impressed!!!

[Chrisee]

@agylli unfortunately new connections can fail in the first few days it isnt common but can happen. Hopefully thecengineer can sort the issue.

[agylli]

Just hope I'm not going to be charged for a service I haven't received!!!

[Daniel0210]

@agylli 

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

Billing continues as normal throughout an outage/fault, but 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 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. 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). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[jamesn123]

@agylli 

You likely will be charged your normal monthly rate because your service went live on Tuesday. If you reported the fault today then 2 full working days from today would give Openreach until COB on Monday to fix the fault before you would be eligible for compensation.