Network issues

[Anonymous]

Hi, 

We have had network issues at home for 3 weeks now. We have tried to contact with no avail, we have re set the box and followed all of the suggestions online. I have just had notification from my phone provider that I have issued 24GB of data in the last 2 weeks whilst being at home as the wifi keeps dropping out! We are paying for a service that we are not receiving in full and due to this would like the issues rectified but also a reduced rate for this months broadband due to these issues. Both our mobiles are going to cost us further this month due to the WiFi dropping in and out! 

Many thanks 

Jodie Hill 

[Daniel0210]

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@Anonymous wrote:

We have had network issues at home for 3 weeks now. We have tried to contact with no avail, 

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@Anonymous 

You will need to report it to Sky. If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services.

In the UK 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 Sky are notified 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). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.