No Internet for 3 days and no updates from Sky

[Anonymous]

Our internet has been down for three days now. The online service checker says there is an outage in our area and Sky are working on it. How long do they need to work on it? And why no updates, no ETA as to when it will be sorted?

I think given the poor level of service and the fact that my contract is up for renewal in April I should have a  right to leave Sky without penalty and sign up with another provider?

At the moment I am using my 4G data allowance on my mobile to connect to the internet. I have already had to top it up and normally I never even come close to using my allowance. 

All the other providers in my area, Virgin, Vodafone, Plusnet, TalkTalk etc are working fine. 

How can Sky have these long "outages" and think it is ok to keep their customers in the dark about what is happening? And why do they consistently seem to take days to fix the issue?

[Daniel0210]

@Anonymous Openreach will be looking to fix the fault, not Sky. Due to the 3 storms in the last three or four days these repairs are likely to take longer countrywide. Not Skys fault is it. If you leave Sky for another provider other than Virgin it'll still be Openreach fixing faults.

[GD1]

@Anonymous  All outages are dealt with by Openreach, I'm sure you can't have failed to notice the recent storms the country has had?

Virgin use their own network

You need to also be aware that you are on a domestic service therefore the SLA is normally 5 working days, weekends are most defginately not included in  that.

If lines etc have come down it's not a 5 minute fix.

[Anonymous]

So it is only Sky that is affected by the weather? I live in an apartment block in which there are 9 other residents. They are all with other providers but the same fibre going to the same box across the road. All their connections are fine. I am the only one with Sky and the only one with no internet for the past three days. Which some of you clearly seem to think is a perfectly acceptable situation...I don't. 

I appreciate it is not Sky engineers doing the work. As far as I know, they don't actually have any "engineers" They have fitters, I used to be one, but that is not the same thing at all. 

I think I may just cancel the contract and argue about it later. Even if it means having the pay for the remaining two months. I am paying for it now and getting nothing so I may as well jump ship to a provider that actually provides the service.

[JPR007]

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@Anonymous wrote:

Which some of you clearly seem to think is a perfectly acceptable situation...I don't. 

The contract you have with Sky, will state that they will aim to fix any faults within up to 5 "working days" of them being reported, and that is for faults that are not classed as something out of the ISP's control such as weather. If that is not acceptable then you need to find a provider that gives you a higher service standard, but for that you will have to pay significantly more. Or you might need to find some way of controlling the weather. 

I think I may just cancel the contract and argue about it later. Even if it means having the pay for the remaining two months. I am paying for it now and getting nothing so I may as well jump ship to a provider that actually provides the service.

If by that you mean just cancel the direct debit, bad idea to do such a thing these days.

All that will result in is potential action by Sky for breach of your contract, ie non payment, and they can go as far a getting a block on your address so as to prevent another service provider from taking over. Call Sky and have that conversation and see what result you get, they usually will release you early, but as you say for a fee. 

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[Anonymous]

It's amazing these days how many people will try to defend the indefensible! But then this is a Sky forum so it is to be expected that there will be a certain number of sycophants cosying up to Sky for brownie points.

It would be perfectly acceptable to lose internet service if other providers in this area were also affected. the fact that other providers, using the same network to deliver internet to users are not affected, says a lot about how flaky and unfit for purpose Sky is. That is not a question by the way. 

Where did I say I would cancel my contract and not pay the remaining fees? There is inevitably a small minority on all these company run forums who think people need to be advised on things that are so blindingly obvious.

I had not realised that this forum was cruised by the self-appointed defenders of Sky. 

Forget it. I will go somewhere far less biased.

[Johnhrv]

Sky outage 

no one can even be bothered to inform us why, and how long it will last for 

They really are rubbish

not happy !!!

[Daniel0210]

@Johnhrv 

Have you reported it to Sky otherwise they won't know you have an issue. 

[cookiemonsteruk]

@Johnhrv 

Where are you? 

The latest outage is Greater Manchester and Rossendale. Openreach do appear to be aware

[Johnhrv]

I'm in Rossendale, thanks for the heads up appreciated 👍

[cookiemonsteruk]

@Johnhrv 

Massive outage affecting not only openreach isp's both virgin as well. Possibly some sub contracter has banjaxed the cables whilst digging

[Daniel0210]

@Johnhrv 

I suggest you still ring Sky and tell them you're affected by this outage. See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 first report the fault to Sky, you will become eligible for it once it’s fixed.

[Johnhrv]

Cheers for that, I'll give them a call

👍

[PSJ+2023]

Not difficult guys and gels, Sky have launched Sky Glass without the correct testing and as usual have killed  their own network for existing customers... its that simple and nothing to do with storms as in my area ive been wqlking my dogs and it was ok weather, Sky pay staff overseas to come up with better excusses to make exceussus for their poor performance, Sky please or tell us the truth????

BTW my neighbour is also with SKY running from the same POP and his internet is great, ive jumped onto his connection to send this message and its normal.

Please do not use offashore people to lie to your customers..

Would anyone at Sky like to tell me that Sky do not use external companies to search the internet and feed back with positive comments???

[PSJ+2023]

The power of speach! my internet is back up and faster than ever..

Just shows that it wasnt a storm and just greed and prioritising new customers for bandwith.

If there was a storm issue then it would have fell off instantaly, my wifi went down over a period of 2 hours and my neighbour was unafected, go figure???

Hope you are all back online now 🙂