No Broadband for 7 days - shocking customer service

[Enola]

Sky Broadband connected us on the 4th December after a two week wait. 

Worked fine for the first five days, then mid afternoon, internet down followed by a flashing green light on the router. 

Over 5 hours on the phone to sky, told completely different stories by every single member of staff I have spoken to. 

It will be fixed within 24 hours, then 48 hours, the it's been escalated to the network team for a known outage, then it's been fixed but a few still need updating, yours being one, will be back within 2 hours.... 

Here we are on day 7, still with no broadband, and robbed off again on the phone by the "network team is investigating and will be back within 72 hours" 

An absolute shambles, I work from home and this is costing me hundreds per day, and you offered me £9.45 compensation 😂

Sky, for a company your size, the different stories from each member of staff and complete hassle to even get to speak to a human over that ridiculous online assistant app is unfathomable. 

No wonder people are leaving sky all over the place. 

[Daniel0210]

@Enola 
We are mainly customers on here trying to help other customers and you aren’t directly contacting Sky Customer Services.

Sky Broadband discussed on the forum is a domestic service so there is no priority to customers working from home and no additional compensation. The following 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).

[Enola]

I am aware I am not contacting sky, I will clearly detailing my recent experience with Sky that is still on going. 

[Daniel0210]

@Enola 

Unfortunately Sky can only give you updates based on information provided by Openreach. Openreach are not the best at providing such updates. 

[Enola]

I appreciate that, however, Sky have informed us that this is not an open reach problem and it is indeed a Sky fault. 

Believe it or not, I am not one to go online and slate a company, but the service and answers from Sky have been horrific. 

If they had said, it could take two weeks, you could deal with that, but to be told completely different things by ever member of staff and given multiple promises that never come to fruition is somewhat infuriating, and reading online, many others are currently experiencing the same. 

[Daniel0210]

@Enola 

Apologies, I missed the relevant sentence in your first post. 

[Enola]

Thanks for the reply, this has been done a week ago, 

It shows no outage in the area, yet sky have acknowledged it's a known network error on their side, which I appreciate happens, the lack of updates to fixing it is my problem, and the fact that literally every day for the last week I have been told "it's been escalated and should be sorted within 24hours" 

Thanks