Customer

[Thambiraj]

Hello Sky,

My name is Thambiraj Balasubramani, and I have been using Sky Broadband for more than two years now.

Unfortunately, my broadband has not been working for nearly two months. During this entire period, I have repeatedly contacted your customer service team and requested someone to come and fix the issue, but no one has arrived at my house yet. Every day, I am being given different excuses and reasons just to delay the process.

On top of that, even though I did not use any broadband service last month due to this issue, I was still charged £69. For this month, I was initially informed that I needed to pay £84. When I questioned your staff about why I was being charged despite not having any broadband service for the last two months, I did not receive a proper response.

The amount of time I have spent waiting to speak with your staff members is unbelievable. Even when someone answers my call, they simply say that they will call me back. I then wait for hours, but no one contacts me, and when I call again, I receive the same response repeatedly.

One of my neighbours has already switched to another provider because of Sky’s poor customer service. Furthermore, the way your staff members have treated me has not been respectful or appropriate. Sky has caused me deep frustration and unnecessary stress.

I sincerely hope that a higher official will review my complaint and contact me as soon as possible to resolve this matter.

Kind regards,
Thambiraj Balasubramani

[caesarome]

Sorry @Thambiraj but this is a place where customers help each other so was this fault reported to Sky ?

If not then the first thing to check is this link to see if there are any outages in your area, it can be a bit slow at picking up issues so if nothing shows perhaps try it again later:

https://www.sky.com/servicechecker

If nothing shows then try this line test:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[Daniel0210]

@Thambiraj 

As for paying, the billing still continues throughout any type of fault or outage. 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.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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.