No broadband now for 2 weeks

[Debbie116]

We had sky fibre 100 fitted on the 8th January. It's never worked, sky don't seem bothered about it, keep blaming open reach, everytime I phone sky to ask for an update,I get transferred from 1 department to the next, I'm getting sick of all the **bleep** I keep hearing, I've now cancelled my direct debit, but sky still want me to pay for services that I don't receive. This is getting beyond a joke now, I'm seriously considering going to Virgin.

[GD1]

@Debbie116  Cancelling your direct debit is the worse thing you can do regardless of how right you feel.

Sky won't speak to you until you reinstate your DD and resume payments to them,  having a fault does not mean you can stop paying and failure to pay will subsequently leed to suspensiion of service.  

If you're in the UK you will be entirles to Auto Compensation once the fault is resolved.  https://www.sky.com/help/home/broadband/policies-and-info/auto-compensation/articles/auto-compensati...

[Debbie116]

I was told by a sky engineer (who will remain anonymous) to cancel my DD. I've now been told the issue should be resolved in the next 48 hours, which I've been hearing for the past 2 weeks now, I've asked if they can send me out a mobile wifi, "no we don't do those" is the answer I get. "Can't you just use your mobile phone has a hot-spot" is what they keep telling me. 

I work from home. (Well,I used to before this happened).

So I can't use a phone hot-spot because of data protection.

I just need this resolved by sky/open reach 

[GD1]

@Debbie116  The Sky engineer was incorrect in what they told you, they really should know better.

Unfortunately working from home doesn't give the service any greater priority when it comes to fault finding.  If the fault is undergorund somewhere for example it can take time to locate and resolve, Sky can only provide any updates they get from Openreach, who are notoriusly bad at communication with their customers (ISP's)

No ISP gives a 100% uptime guarantee and if your service is essential you would need to either source a backup at cost to yourself, or look at provider who gives 4G backup usually at a higher cost than your paying.

An alternatove would be a business service which may get better SLA's.

[Debbie116]

Sorry I forgot to mention that, sky/open reach disconnected my other broadband, before even checking that the new broadband was working 

[Daniel0210]

@Debbie116 

Doing that is going to cause you additional problems. Your services will be restricted, you won't be able to call Sky, you still can't cancel, late payment fees will be added and eventually Sky will involved a debt recovery company.

[TimmyBGood]

---

@Debbie116 wrote:

I've asked if they can send me out a mobile wifi, "no we don't do those" is the answer I get.

---

That's correct.  Some other ISPs choose to do so.