Internet not working since 24th January Storm Éowyn

[Hez1]

Hello

my internet went down late morning on the 24th and I did everything on the app. But assumed it was due to the storm.  Booked an engineer anyway. However, on the 25th sky confirmed it was an issue in my area and nothing to do with my internet or box at the house. When will this be resolved? There is no communication from sky at all, I know it's probably a BT issue. I have three children, one with medical needs and my partner and I both work from home. So far we have used 100gb of mobile data we have saved over the year and don't have that much left. We need to make arrangements in our house and have no idea when it will be resolved. 

[Daniel0210]

@Hez1 

Sky won't know when it will be fixed either. It's down to Openreach to investigate and repair it (not BT). Working from home brings no quicker response to faults as Sky Broadband being discussed here is a domestic service. 

Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, 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 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 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 (from 01/04/24 the rates are £9.76 per day).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

[Hez1]

Hello

having that communicated by sky would have been nice tbh. But nothing. It has been two FULL WORKING DAYS. I'm not mentioning it for a refund or freaking sympathy. I am stating why for myself and I imagine many other customers, it's important to COMMUNCIATE. 

[TimmyBGood]

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@Hez1 wrote:

It has been two FULL WORKING DAYS. 

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Note that 'within two working days' is the Openreach target time to fix under normal circumstances: they report to Ofcom that they meet this target for around 85% of faults.

Two named storms in four days is not 'normal circumstances'.

[Daniel0210]

@Hez1 

The second full working day is today so an auto compensation doesn't kick in until tomorrow. 

[jamesn123]

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@Hez1 wrote:

Hello

having that communicated by sky would have been nice tbh. But nothing. It has been two FULL WORKING DAYS. I'm not mentioning it for a refund or freaking sympathy. I am stating why for myself and I imagine many other customers, it's important to COMMUNCIATE. 

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I feel your annoyance, I think a lot of companies can do better when it comes to communication. Unfortunately this is a side affect of a few things in the industry, one is the amount of 'self help' there is now. Companies either dont bother or forget to put updates in self help areas to inform people of whats going on. This then leads people to try and contact using various channels which try and point the user back to the self help. The other side effect is that Openreach essentially have a monopoly (although there is more altnets popping up) so if they don't issue proper updates to Sky on a local issue then Sky dont have anything to tell you. 

[DrearyGreySky]

Expect to not only not get automatic compensation but also to be told you don't qualify for it as caused by a storm! I lost total service following the storm in early December and am now going down the offical complaints process. 

[Chrisee]

@DrearyGreySky it will be interesting to hear of the result of your complaint. The automatic compensation system was designed by Ofcom and in most cases it is calculated and funded by Openreach not the ISPs like Sky and I know it is very difficult to challengeca decision. The waiting time etc iare based on the Service Level Agreement for domestic connections. See Customer Auto-Compensation | Sky Help | Sky.com

[DrearyGreySky]

Had an email confirming my 'automatic' compensation today, I was hoping the customer agent who argured with me on Friday was going to ring back to tell me as he was adamant that I was not entitled to it and quite rude. It's only 28 days later than it should have been and as nobody rang me, I assume I don't get any extra for the all the time I spent trying to contact them, being on hold etc, as well as the delay,  terrible customer service!

I intend to leave the only question is do I dare leave in credit and risk having to spend hours getting it refunded to me?