Internet and Sky stream not working for over 10 days

[Buckslad1]

My internet and sky stream has been down for over 10 days! They have had an open reach engineer out and a sky technician out and both have been unable to fix it. Now it's been passed to connections team where you have to wait up to another 72 hours to get the problem looked at! Working from home and having no TV this has turned into a nightmare and the wait time to get something done is absolutely awful from sky. To phone up and be told we have up to 30 days to fix your problem is shocking! Really shocked at how bad the sky customer service is nowadays. Is this a common theme to have internet down for so long? Can anybody here help?

[TimmyBGood]

@Buckslad1 

Openreach report to Ofcom that they meet their three working day target for about 85% of faults: of course that indicates 15% take longer, and in some cases this will be much longer.

It's important to understand that domestic broadband comes with no service guarantee level, and using it for 'working from home' (or streaming television) brings no additional priority: business grade broadband products with evening / weekend cover and minimum response times is considerably more expensive.

[Daniel0210]

@Buckslad1 

In case you're not already aware the below link outlines auto compensation 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 first report the fault to Sky, 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 account.

[TimmyBGood]

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@Buckslad1 wrote:

To phone up and be told we have up to 30 days to fix your problem is shocking! 

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I suspect that's thirty days before automatic release from contract is offered: it's not a target threshold for a fix (and release from contract doesn't actually help with fixing a fault at all)

[Buckslad1]

I'm not asking for guarantees but I think to not have it up and running on getting on for 2 weeks is appalling . The customer service pales in comparison to BT. Very disappointing all round

[GD1]

@Buckslad1  There isn't anything the forum can do to help you in this case as the fault is being investigated as you're already aware.

[Chrisee]

@Buckslad1 given both Sky and BT both use Openreach's network being with one or the other would make no difference where network faults are concerned.

[Buckslad1]

The comparison was customer service as I mentioned 

[jamesn123]

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@Buckslad1 wrote:

The comparison was customer service as I mentioned 

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But the example you were giving was about not having service for 2 weeks which @Chrisee was correct in saying this would be the same if you were with BT because Sky & BT share the same Openreach lines. Unfortunately some problems just take a while if its a major fault.