Hampshire - Internet not working and Sky services unhelpful

[Richard_Ok]

We have no internet and all the Sky self diagnostics say 'not available' at the moment.  Sky agents are unreachable. Generally useless help so far and I'm not tech savy at all to solve it myself. 

[Daniel0210]

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@Richard_Ok wrote:

Sky agents are unreachable 

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@Richard_Ok 

When you posted at 0826 the lines to Customers Services would have been open so unless there was already a queue you should eventually get through. 

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[Becca42]

Us too Richard, in Whiteley hampshire. My partner tried to get through on helpline, they didn't have much to say as we haven't got a password on the account that would let them talk to him. But they did say there had been works overnight. I'm trying again now

[Richard_Ok]

I finally got to speak to a human. He was super helpful but took ages. It may be an exchange/Openrrach issue. A Sky engineer will attend tomorrow and if it's not a sky issue (the agent was 95% sure that's the case) then they escalate to open reach. We are braced for 3 days or more without internet. Working from home is gonna be fun! 

[Daniel0210]

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@Richard_Ok wrote:

We are braced for 3 days or more without internet. Working from home is gonna be fun! 

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@Richard_Ok 
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.
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 (new rates apply from 01/04/24 of £9.76 per day).