Help!

[AGeeGee]

My internet dropped on December 2nd. I went through the online trouble shooting portal as suggested, where upon it concluded with an engineer visit was required, which was booked for 07/12/2025, anytime from 10am to 1pm. 

After the "no show" from the engineer I called Sky to ask why. They had no record of the scheduled visit so booked one for the following day. This visit went well, and the attending engineer identified that all equipment was working well, suggesting it was an external problem, Open Reach and would hear from Sky within 24 hours.

We are 11 days on from said 24 hours period of grace without contact. I've tried contacting a UK operator as I have lost all confidence with the call centres as the operators are like robots and going round in circles....... Grrrrrrr. 

I have started the whole process with booking an engineer to come next week. I'm absolutely apoplectic with the level of service.

I feel as though I should be able to claim conpensation for the time of outage  that has occured..... can anyone advise or has had a similar situation that could also help????

[Daniel0210]

@AGeeGee 

Calls go through to the next available agent wherever they are based.

Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting 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 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 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.

[JimM1]

@AGeeGee Would be worth you also grabbing the service checker history if it is available for you to see having a known fault:- may show what the last 30 day's are like, broadband and the > to expand and see, if nothing you maybe able to view once the repair is completed!

https://www.sky.com/servicechecker