No WiFi for days

[LLW12]

Intermittent WiFi for weeks, no WiFi for days - app says all is well when test and clearly isn't - raised numerous cases and they are more or less insta ky closed due to existing case open but yet no correspondence - very unhappy customer who is currently unable to work from home without paying to hotspot to mobile phone! Opening hours to try and call someone has not fallen into my working day! Incredibly frustrated - all is not running ok, it's not running at all! 

[JimM1]

@LLW12 Sky's times are from 8am to 9pm to get a body, that is all you can do!

[Daniel0210]

@LLW12 

These are the current methods for contacting Sky, some are 24/7. Depending on your reason for making contact some methods are more appropriate than others …

🔹call Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔹online help via this link
https://www.sky.com/help
Towards the bottom of the link it MAY provide a phone number if it's appropriate in a section called ‘Need more help’.

🔹 Sky Assistant is now available at the top of sky.com/help for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔹Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

This 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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.