Crappy SLA

[Jim701]

My internet went down at an external location with SKY on Thursday.

I phoned SKY when eventually I found their tel number as they want to sort everything online. Great customer care.

Anyway, the SKY staff member was very good given their SLA limitations with Openreach who use subcontractors like Kelly's to repair faults, but not my friends next day or over weekends.

Anyway, I was told Tuesday was my target day as their engineers do not work weekends as they don't want double time money.

I said this was unacceptable.They have UK wide contracts with millions of people at anything up to £100 a month and they can't sort my external problem for 6 days. 

Well, that is just totally inept and shocking customer service 😡

[Daniel0210]

@Jim701 

I don't think double time payment comes into it. Openreach give a 2 working day SLA to all ISP's. The time taken will depend on what the fault is and where it is. 

In case you aren’t already aware, the following 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).

[TimmyBGood]

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@Jim701 wrote:

.They have UK wide contracts with millions of people at anything up to £100 a month and they can't sort my external problem for 6 days. 

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A leased line business contract with guaranteed 12 hour response would be several hundred pounds per month.  Partly that's to maintain differentiation with domestic broadband products, and partly because it's really expensive to staff at that level.

[daveNOS]

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@TimmyBGood wrote:

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@Jim701 wrote:

.They have UK wide contracts with millions of people at anything up to £100 a month and they can't sort my external problem for 6 days. 

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A leased line business contract with guaranteed 12 hour response would be several hundred pounds per month.  Partly that's to maintain differentiation with domestic broadband products, and partly because it's really expensive to staff at that level.

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@TimmyBGood When I ran my own business I had a leased line from Virgin and it was £330 a month plus VAT and that was same day response if reported before 13:00.

[GD1]

@Jim701  You are paying for a Domestic Broadband service and I doubt custiomers with SKy are paying £100 per month for broadband.

If you want expedited repairs yopu need to pay for a business line at cost which is considerable more than domestic ISP provide. ot isd a 100% uptime is needed invest in abackup 4/6G service at extra cosyt.  Your expectations I'm afraid are unrealistic, the SLA's provided are to all domestic ISP's  on the Openreach Network.

[Jim701]

I think your answer shows what's wrong with this country.

We are being screwed over for everything - taxation on everything we touch, massive housing and rental costs, energy shareholder exploitation, limited opportunity to stay in Europe due to idiotic BREXIT. And your response is you just have to pay more for a better service.I don't think so !!

[TimmyBGood]

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@Jim701 wrote:

 And your response is you just have to pay more for a better service.

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How else do you suggest Openreach staffs their national workforce to make it possible to provide the service level you desire to tens of millions of domestic properties?

Cut-throat competition has left very little profit margin in any individual ISP subscription as it is.

[daveNOS]

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@Jim701 wrote:

I think your answer shows what's wrong with this country.

We are being screwed over for everything - taxation on everything we touch, massive housing and rental costs, energy shareholder exploitation, limited opportunity to stay in Europe due to idiotic BREXIT. And your response is you just have to pay more for a better service.I don't think so !!

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@Jim701 Well that's gone off the track of your original post by quite a bit, but let's get back to the original point.

If you want or need quicker repairs for downtime then you need to subscribe to a provider that offers that and it will inevitably be more expensive as the providers costs will be more which will be passed ot to customers, expecting to pay less and get more is just unrealistic and more than a little self entitled.