I am working for the women's Euro 2025 and sky will not help me fix my internet connection urgently

[Anon20]

I have been given the run around by sky bots, chat agents and customer service as well as BT open reach. Despite telling them that I need to be connected to the UEFA press conferences they cannot give me an appointment or any details, they just say my query has been escalated and BT open reach say they cannot answer me. Wires are sticking out of my internet plug box, they are all aware but still cannot give me any answers after hours of conversation over the past two days. 

[Anon20]

I am appalled by the service and buck passing. 

[jamesn123]

@Anon20 

The forum will need some background info on this issue. Why exactly are there wires sticking out of your socket? Has the broadband been working previously or is this a new install?

[TimmyBGood]

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@Anon20 wrote:

 Despite telling them that I need to be connected to the UEFA press conferences they cannot give me an appointment or any details, they just say my query has been escalated and BT open reach say they cannot answer me. 

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Sky Broadband is a domestic service, and choosing to use it for a work function cannot convey any additional urgency.

The Openreach target  time to fix a fault on a domestic broadband service is two working days starting the following working day morning after an issue is logged by an ISP: they report to Ofcom that they meet this target for around 85% of problems. 

All communication with Openreach has to be through the ISP.

'Business' broadband with rapid response times is available from various ISPs, at many times the monthly cost of a domestic connection.

[Daniel0210]

@Anon20 
You aren’t contacting Sky Customer Services here. This is predominantly a customer led discussion forum where Sky customers are available to help other customers.

It would seem your employers (whoever they may be) did not consider arranging business broadband for you?

[GD1]

@Anon20  Any reports of a fault on a domestic broadband service have an SLA of 2 working days to fix from being reported, it is irrelevent who you work for or that you have a press conference. 

If you want a service with better SLA you need to be looking at a business line not a cheap domestic service, or ensure you have a backup in place as no ISP guarantees 100% uptime or an immediate repair.

[Anon20]

This was reported two days ago and still no precise appointment. 

Just explaining the same thing over and over again. Wires are loose inside the house from the cable running from outside  into the phone line like plug in the front room.  all they have been saying for the past two days is that the matter has been escalated and BT openreah are working on it. I have contacted BT open reach and they send me back to sky. So frustrating and they don't care about the circumstances and importance of the connection. 

[Daniel0210]

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@Anon20 wrote:

I have contacted BT open reach and they send me back to sky.

That's correct. Openreach will only deal directly to your provider (Sky).

So frustrating and they don't care about the circumstances and importance of the connection. 

Also correct. It's irrelevant to Openreach as to why the connection is important. 

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[TimmyBGood]

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@Anon20 wrote:

So frustrating and they don't care about the circumstances and importance of the connection. 

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As noted above 'the circumstances' (and even a football tournament) can make no difference to response times on a domestic subscription.

Any individual circuit is one-sixth-millionth of the Sky Broadband household customer base, and one of something like thirty million for Openreach: a guaranteed rapid response to a fault on an 'important connection' would require paying an ISP several hundred pounds a month because that's what Openreach charge ISPs to provide such cover.

[Daniel0210]

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@jamesn123 wrote:

@Anon20 

The forum will need some background info on this issue. Why exactly are there wires sticking out of your socket? Has the broadband been working previously or is this a new install?

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@Anon20 

Perhaps submit an image of these wires? 

[Anon20]

I have no idea how long the wires have been this way and not willing to post pictures sorry, sent them to open reach thoug. I understand I am not paying for a business connection however I believe that as a brand sky should be more supportive of women's sport. It's not all about the money and sky should understand that. 

[Daniel0210]

@Anon20 

It's quite easy to submit an image, just start by pressing the 📷 symbol.

Your issue has no relevance to women's sport, or any sport for that matter.

[Anon20]

it certainly does and sky is aware of this and how. 

[JimM1]

@Anon20 You really just need to deal with sky over the phone, the Forum is just not a place to vex yourself to other Customers trying to help you, just not on!

[TimmyBGood]

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@Anon20 wrote:

I understand I am not paying for a business connection however I believe that as a brand sky should be more supportive of women's sport. 

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There are also frequent posts about failed broadband from disabled people, parents of autistic children, lone elderly subscribers and many others in great need: how would you rate their priority over a football match?

There's simply no mechanism for your connection to get attention before others in your area who logged their problem earlier than you did, nor should there be.