No Broadband

[Martin153]

Our broadband connection stopped working today around 3pm (9th Feb Sunday).  Two green lights, one amber, one no light.  Test says no issue in area but recommends calling an engineer.  None available till Wednesday.  Can't talk to a human, only a robot that sends me in circles.  My daughter and I now need to travel into London for the next 2 days which will cost a minimum of £160.  Our broadband went offline this week for 4 hours and I couldn't work.  Not a happy customer!!!

[Daniel0210]

@Martin153 
For customers working from home remember that Sky Broadband is a domestic service so you don’t receive any extra or quicker support.

[Martin153]

Thanks so much for confirming that.  Makes me feel so much happier with the poor service I'm getting

[Daniel0210]

@Martin153 

If you can get an engineer out in 3 working days after the recent storms I think you've received an excellent service so far.,

[FLC]

Two working days after the fault is reported is the standard Openreach SLA for domestic contracts. As weekends aren't working days, the fault will be deemed to be reported tomorrow & a visit Wednesday satisfies that SLA.

ISPs have rather shot themselves in the foot by continuing to allow business use of residential services post lockdown. This has lead users like yourself to become reliant on a service that doesn't have an appropriate SLA for their needs when it fails. You & the many others that WFH should really have a second business connection paid for by your employer.

As for the lights, as you haven't said which lights, have a look here:

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/lights-on-my-sky-hub/article...

[Martin153]

There haven't been any storms in the South of England for weeks??  The fact I can't speak to a human and my daughter and I are out of pocket to the tune of £160 while we're still paying for a service that doesn't work....you think is a good service?? Wow?!

[Daniel0210]

@Martin153 

Openreach have been run ragged since the storms delaying appointments. 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 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). As Sky broadband is a domestic set up there is no extra or quicker support for those working from home.

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

[Martin153]

While checking our internet yesterday (while it was working) our download speed was 10mb.  Is that normal?  I'm reading other providers are offering 120?  I'm paying £85 a month for a service that doesn't work and am feeling pretty ripped off to be honest.   If an engineer isn't out with us tomorrow, I won't be renewing.

[Daniel0210]

@Martin153 

You're just ranting to other customers here. I thought you'd booked an engineer for Wednesday. You won't get one tomorrow. The appointment you have been given is the earliest possible.

[FLC]

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@FLC wrote:

This has lead users like yourself to become reliant on a service that doesn't have an appropriate SLA for their needs when it fails. 

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@Martin153 wrote:

If an engineer isn't out with us tomorrow, I won't be renewing.

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Just like that...