No Internet after Open Reach visit today…..Sky won’t raise urgent help

[Maz1977]

So..... an external engineer was booked after a call to Sky yesterday regarding ongoing slow download speeds. My Internet was working fine, however, Since October last year the speeds I'm getting have over halved from 45gb to 15gb....... I have never been without internet though. 

I get a call from openreach advising they were at the cabinet today but struggling to determine which line was mine, he said he's 'been fiddling' with lines but wasn't sure and needed access to property: I was out so he advised he would rebook and I'd be contacted by Sky about that. I wasn't overly concerned as my internet was working . When I got home....... No internet whatsoever!!!!! 

I'm due to work from home at 8am tomorrow morning which I now cannot do and will incur loss of earnings.... this is my livelihood. 

The  engineer has clearly done somethibg at the cabinet as there is now not connection to my hub. I am so angry as it was working fine and now doesn't work at all. Sky have advised they cannot contact open reach as a matter of urgency, all they can do is book a visit for Monday.... needing to take further time off work or  at best, getting a family member at my home and wait in. 

I'm not really sure what I'm asking, but in this day and age when broadband is required for everything, I cannot believe Open Reach cannot be contacted by Sky over a weekend- I can put my life on it, that the engineer has forgot or pulled a cable out which will take seconds to put back. 

Also very disappointed that Sky would not increase my data on my phone service with them as they don't offer that as compensation- they can only give me £19 off my next bill. 

Has anyone got anywhere escalating a complaint about timescales? I'm so annoyed that I left home to a fully working internet and have come home after an external Open Reach engineer visit to nothing at all!!!!! 

All weekend without internet and a Very disappointed 11 year old who cannot watch TV or play on his PS5 ( he's only allowed on at weekends )  

[GD1]

@Maz1977  You won't get anyone out tomorrow (Sunday) as the SLA is 2 working days for domestic line faults, working from home does not give your service any greater priority, you'll need to wait until Monday

You won;t get compensated for any losses incurred other than the standard Ofcom Auto Compensation Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

[Maz1977]

Appreciate your reply and yes, I understand that to be the case..... but the open reach engineer has caused the problem, that's the infuriating thing...... internet was working perfectly fine before he 'fiddled with wires but not sure' ( his words ) 

I just feel in today's world a better customer service is needed. It'll take 10 seconds to plug the line/cable  he's pulled out or forgot to put back in, but hundreds of pounds in cost to the customer through no fault of their own

[jamesn123]

@Maz1977 

I dont agree. You dont know what the engineer has done, it may be more work than you think to get it resolved. Even if it isnt it still requires an engineer to physically visit which needs to be scheduled in, these engineers dont just appear out of thin air. 

Additionally if your broadband going down is going to cost you hundreds of pounds a day I would say your with the wrong ISP & you need to plan for the worst. If broadband is that critical to your income, e.g. you cant go into an office or place of work in the event of a fault then you should be using a business line with better SLAs that offer credit back for outages & fault failover to cellular or a second line. 

[Maz1977]

I didn't ask if you agreed, I asked if anyone had advice on escalaring a complaint; If you don't/didnt, no need to comment. Your reply is irrelevant to my question, you've just decided to try and judge a strangers situation who is temporarily working from home because you don't agree with the frustration. It's a community post, don't comment if you have nothing to contribute to the question I asked...... simply move on

[jamesn123]

@Maz1977 

Love the multiple contradictions in one post. Yes your right its a community therefore everyone has a right to post with their own opinions. You are literally posting on public forum which is opening yourself up to public opinion so dont get all upset when someone who doesnt agree with everything you have said posts.

I certainly did contribute, I gave you simple facts about availability of engineers as well as advice on what to change about your broadband setup so could try and avoid losing income in the future.