Loss of service for a month

[BEEJ71BEN]

Hi

Just wondering if anyone has any suggestions or has experienced similar problems.

I have had either intermittent or complete loss of broadband to my property since 7th April. We currently have complete loss of service for the last 24 hours.

The fault is apparently external, a wiring fault near the exchange. I have spoken to Sky on numerous occasions and each time an Openreach engineer is booked but I get no further updates only to ring Sky back and get told that Openreach have been unable to fix the fault on that occasion and another visit is booked. So I am stuck in a loop. I work completely from home and this is severely affecting my livelihood. When we have had done service the speed has been no more than 4mb. We also have no 4g service where we are so we are completely cut off from the internet.

Sky seem very limited in what they can do each time I call because it's obviously an open reach issue. But I am unable to contact open reach directly. So the problem just goes on.

Any advice greatly appreciated as I'm now at a total loss of what to do.

Many thanks 

[Daniel0210]

@BEEJ71BEN 
I'm afraid wfh has no influence on Openreach fix times as Sky Broadband is a domestic service. 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 the fault is first reported 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 Sky account (new rates apply from 01/04/24 of £9.76 per day).

[BEEJ71BEN]

Many thanks for getting back to me. I didn't think the WFH would impact but I would have thought the 30 days this fault has been opened might have meant it became at least an upgraded priority on Openreach's scale but probably not in reality.

Thanks for the compensation information. Much appreciated. Sky has also offered me the right to exit but all I really want at the moment is some internet...

[Daniel0210]

@BEEJ71BEN 

The problem with you being allowed to leave would mean that if you moved to another isp using the Openreach infrastructure the problem would just move with you. 

[BEEJ71BEN]

Exactly, which is why I just want the problem fixed. I know it's not Sky's fault as the infrastructure is with Openreach, but they just seem so limited in what they can do. I know broadband is not a basic human right at all but it's incredibly frustrating to try and operate our lives without it for a month. Thanks again 

[Morgan10]

We are experiencing exactly the same, new router was sent out today but the issue is still occurring. 

[BEEJ71BEN]

@Morgan10 Have they said if your problem is external or in your property?