No Internet

[Mum251]

My Internet went down 3 days ago, I've just received a new hub from sky plugged it all in and started it up, still have the same problem of no Internet. However when I run tests it says its a problem with the hub and not the outside line? I'm really not happy about this I have 5 children wanting to access the Internet and no way of providing it due to this fault. I'd also appreciate it of someone could send me a formal complaint department address as being with Internet is also affecting my work. 

[jamesn123]

@Mum251 

Has anything changed in your home in regards to cabling/connecting your hub to the line?

How do you connect your hub to the line is it via a BT/Openreach master telephone socket or via an Openreach ONT?

In regards to making a complaint, you can find the complaint details on this link however I don't think there is much point in you taking the time to do it, since so far it sounds like Sky have followed procedure in providing you with a new router. As the new router has not worked you'd need to contact them again and report that. Sky Broadband does not have guaranteed uptimes, nor a guaranteed SLA, so the fact you have children wanting access to the internet or needing it to WFH has no affect on the speed in which a fault can be fixed. Nor an affect on how Sky will handle a complaint since, like I said earlier, there is no guaranteed SLA Sky so far have followed protocol. 

[Mum251]

I tried to speak to someone and they diverted me to a number that doesn't exist. If I'm paying for a service and not receiving it, thats grounds for a complaint? 

[jamesn123]

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@Mum251 wrote:

I tried to speak to someone and they diverted me to a number that doesn't exist. If I'm paying for a service and not receiving it, thats grounds for a complaint? 

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If that is how you feel then feel free to make a complaint. I am just telling you the facts, which are any service whether it be broadband or something else that does not guarantee any sort of SLA or uptime percentage, means that there is reasonable expectation that faults can occur and will take time to fix. Just because you are paying for a service & not receiving it 100% of the time that does not mean you immediately have grounds for a formal complaint, reasonable time to fix a fault is to be expected when a service does not include any guarantee in its contract. 

Provided you can get in contact with Sky again you should be able to report the continuing fault and therefore be entitled to the 'Total Loss of Service' compensation detailed here; https://www.sky.com/help/articles/auto-compensation

This will entitle you to £9.76 per day refund to your bill for each working day you are without service after 2 full working days have passed since the fault was reported to Sky.

The number you should be calling to get a hold of Sky is the 03 number at the bottom of https://sky.com/help under the 'Need more help?' banner. When you call state your problem as a broadband technical issue and hold through any prompts it gives to receive a text message or go online. 

[Mum251]

I've spoken to someone now. I found a different number that took me directly to someone at sky. Thank you for your input, it was more the fact that they were saying it was the hub when in fact its a problem on the line outside. I'm not after compensation, just the Internet back on 😁 have a lovely day 😊