Nearly a month without broadband

[alishawhitney]

Posting on behalf of my mum

She has been without Internet & subsequently no sky boxes working for nearly a month. Today she was promised it would be fixed by a new router being set up, 8am received the text to say all ready...and it still isn't working. She rang Sky who said they'd call her back on Saturday (so more waiting) with news. How is this acceptable? She's been offered money off future bills but that's besides the point. No engineer has visited her property once to address how all of a sudden, they've had a complete outage. It's been escalated but still no further along to finding out what's wrong. It's obviously a fault on the line outside of the property. Please help! She's very stressed & doesn't need this.

[JimM1]

@alishawhitney The Forum you have posted on is a cust - cust help, you are not addressing sky when you post, if you need more then it is a call to them!

[Daniel0210]

@alishawhitney 
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.

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.

[Jeffrey10]

what a joke been promised that my WiFi and broadband would be working in the second week in November ... no updates if there own advisors had no updates and just keep blaming a subcontractor! I pay sky not the subcontractor!

Soooo disappointing!!!!

[Daniel0210]

@Jeffrey10 

If this was for a repair (as opposed to delayed provisioning), 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 need to dig the road up (after getting permission from the local council).

The previously posted link about auto compensation applies to you too. 

[Jeffrey10]

They kept promising it woul be fixed within the week!! Nah just did not care missed my

Cbelsea game so disheartening! Sky don't care about their customers who pay without fail... only fob  them off... I was asked by one advisor that sure you pay the bill by direct debit.. I said I always do for the past five years he said that's all what matters 

[Daniel0210]

@Jeffrey10 

You do realise it's Openreach or City Fibre who are responsible for broadband faults and not Sky.