Disgusting service. No internet as a new customer been a month - can’t work loss of income

[Yaz777]

The day we connected and it's been over a month there's been no broadband no TV I work from home. I have a disability and I've not been able to carry out my work. This is absolutely appalling. I've actually literally go drive to another property to do my work I've got stay in a different property. I can't be in my new home right now because there's nothing I can't get through to anybody. I can't get hold of anybody. Nobody is doing anything. They've sent me a new broadband route. It doesn't work none of it works

[Mark39]

What did Sky say when you reported the problem to them ?

[GD1]

@Yaz777  Your post has been moved to the broadband board as this isn't a Sky Stream related issue, in addition your duplicate thread has been removed also.

[TimmyBGood]

---

@Yaz777 wrote:

They've sent me a new broadband route. It doesn't work none of it works

---

They won't know a router replacement hasn't resolved the issue if you haven't informed them.

[Yaz777]

How you supposed to get hold of them? Can I email them. Done two calls of waiting on the phone then it cut out. Endless robot chats. 
just awful. Who do I email? Why is there no customer services web-chat. 

[BenJoBanjo]

---

@Yaz777 wrote:

How you supposed to get hold of them? Can I email them. Done two calls of waiting on the phone then it cut out. Endless robot chats. 
just awful. Who do I email? Why is there no customer services web-chat. 

---

Try clicking on the 'no I still need help' button at the bottom of this page - you should get the option to start a live chat with customer services regarding your broadband. 

https://www.sky.com/help/your-account/my-account-and-subscription/cancelling/cancel-my-subscription/... 

[Daniel0210]

@Yaz777 

Sky do not use email for general communication. 

These are the current methods for contacting Sky…

▪️online help via
https://www.sky.com/help

▪️ Sky Assistant is also available at the top of sky.com/help for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

▪️You can also get in touch with Sky via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

▪️call Sky by dialling 150 (free) from either a Sky Talk landline or a Sky mobile. Calls to Sky will start automated which may try to send you here to the forum or offer you the online help route. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Yaz777]

Tried that and still waiting. They made some lame excuse and said that there's been an outreach priniejbwgivb should be fixed in 2 days. 
I've occurred all

Kinds of admin problems with my business activities due to no connection.

[Yaz777]

Called them up, still no internet and still not fixed 

[GD1]

@Yaz777 Using a Domestic service for business use is actually a breach of the T & C's you agreed to.

You need a business service which tends to have better fault fixing timescales than a domestic service.

[TimmyBGood]

---

@Yaz777 wrote:

Tried that and still waiting. They made some lame excuse and said that there's been an outreach priniejbwgivb should be fixed in 2 days. 

---

Openreach, presumably.  Their target time to fix domestic broadband faults is two working days: some issues inevitably take far longer.

[Yaz777]

Hi Sky Community,

I’m reaching out in the hope that someone can help escalate this ongoing issue. I’ve had no internet service for over a month now at my residential address, and despite multiple assurances from Sky, nothing has been resolved.

I work from home, and this prolonged outage has severely impacted my ability to earn a living. Initially, I was told an engineer would be sent out, but no one ever arrived. Then I was informed there was an issue in the area that would be fixed within a couple of days—yet that deadline has come and gone, and I’m still without service.

I’m currently at the property trying to get things ready, but I can’t send or receive messages, write, or conduct any of my work tasks. This situation is becoming intolerable.

To clarify, this is a residential address, and I am using the service accordingly. Someone responded to a previous post suggesting that conducting business from a residential connection is a breach of contract, which is not accurate. Like many people, I rely on my home connection to carry out work duties, which is entirely reasonable and within acceptable use.

I’d really appreciate a clear update on what’s being done to restore my service—and when I can expect to be reconnected. It feels like I’m being passed from one excuse to another, and I need real action now.

Thank you,

[Daniel0210]

---

@Yaz777 wrote:

I’d really appreciate a clear update on what’s being done to restore my service—and when I can expect to be reconnected. It feels like I’m being passed from one excuse to another, and I need real action now.

---

@Yaz777 

No need for a new thread as you already have this one. As customers we have no idea what steps Openreach need to undertake to fix your issue. If they need to dig up the road or pavement they need to seek permission from the local council and find a crew to carry out the work. Therefore no one here or at Sky can give you any timescale for reconnection. 

Using Skys domestic service for business purposes or for wfh does not bring extra or quicker support. 

[JimM1]

@Yaz777 Would be good if you could also keep your story straight and previous you had a business line, if that is now not the case then it's a wait and see when if it all gets fixed out! If different location and different lines one does not assist the other!

[daveNOS]

@Yaz777 I don't see why you have to keep mentioning you work from home, it's entirely pointless, when you use a cheap domestic only service you get the very basic levels of response for repairs, depending on the fault it can take a few days or months, you have no valid complaint that it's affecting your ability to work.

Going forward you may want to look at an appropriate business grade service, especially if your livelihood depends on the connection.