Group Complaints to Ofcom

[SV21]

I have recently joined Sky and just realised on this forum many people have similar issue about no internet etc and having to work from home how are you managing this especially where there is loss of earnings. 

what has sky done about resolving this issue ? 

Have tried all efforts to reconnect  but failed , thei agent just  tried to offer me £15 for loss of work today and tomorrow until engineer comes as compensation. 

Has anyone contacted regulators to intervene before ? 

[caesarome]

As Sky is a domestic service working from home will not get you a quicker response from Openreach. If you do want quicker responses like same day should issues arrive then you would need to sign up to the likes of Sky Business Broadband or another business broadband supplier. For domestic customers Openreach sim to respond within 2-3 working days.

[JimM1]

@SV21 Did the agent not even test the connection when you were on with them, if so did he/she find a fault that required an Engineer visit to be arranged!

[TimmyBGood]

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@SV21 wrote:

Has anyone contacted regulators to intervene before ? 

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There wouldn't be any 'intervention'. As noted above, domestic broadband has no service level agreement beyond the standard Openreach target of two working days to fix, irrespective of the use to which it is put by the subscribing household.

Realistically having faster response times (including evening and weekend engineer cover) is going to cost rather more than the £1 to £2 per day which domestic customers have grown used to paying for their internet connection: somewhere between five and ten times that amount might do it (at least in part to fund a huge increase in a nationally distributed and highly skilled workforce prepared to work unsocial hours)

Where more robust connectivity is needed it's worth at least considering a service which has automated failover to a cellular connection, and paying appropriately.

[SV21]

They tested but said from their end they couldn't tell what was wrong . So best engineer come out 

[Daniel0210]

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@SV21 wrote:

how are you managing this especially where there is loss of earnings. 

Have tried all efforts to reconnect  but failed , thei agent just  tried to offer me £15 for loss of work today and tomorrow until engineer comes as compensation. 

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@SV21 

Hopefully you accepted that good will offer (as I doubt it'll still be on the table if you call back). Apart from the auto compensation scheme there is no compensation whatsoever for loss of earnings as it's your choice to use it for work purposes.

Sky usually quote 2 WORKING DAYS as a potential fix time as this is the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in up to 85% of cases.
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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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland. There is also no automatic compensation for TV services affected by a broadband problem.

[JimM1]

@SV21 If an Engineer is the way sky are doing it then that is the way it's going, scheduling when is all dependant on what/why/where/when and the queue is what it is!

When all done and dusted, you would be advised to look at some form off backup plan when the Internet is so important that it cannot be down!