No broadband over Christmas!!!!

[PaigntonPete]

Broadband went down Thursday evening and sky have no interest in the fact it is Christmas and they have told me openreach will sort it within 2-5 working days!!!  Is that really a suitable kpi for this period??

[GD1]

@PaigntonPete  You are on a Domestic service with no fast tracks for repairs, the SLA is 2 working days from the day of reporting it.

The fact it's christmas simply has no bearing on Openreachs SLA's 

[TimmyBGood]

@PaigntonPete 

The next working day for Openreach domestic broadband support is now Wednesday 27th: ISP personnel are not permitted to touch Openreach infrastructure.  To get business grade cover for weekends and Bank Holidays would at least quadruple a typical household broadband subscription cost.

Strangely, most circumstances which cause broadband faults aren't related to the calendar (apart from cheap transformers on fairy lights)

[Daniel0210]

@PaigntonPete 
The below link explains the Ofcom agreed auto compensation scheme which Sky operates 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. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.

[PaigntonPete]

Thanks for the messages but not new to me. I was hoping that someone from sky might be reading these and take it up hoping that I might be able to use my sky cinema, Netflix, Disney, paramount, prime and Apple TV during the festive period. I understand the sla/kpi but everyone seems to work a 24/7 schedule these days so I would expect others in the service industry to do so as well. I have been slowly falling out of love with sky for a period of time maybe this is the shove I needed.

[daveNOS]

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@PaigntonPete wrote:

Thanks for the messages but not new to me. I was hoping that someone from sky might be reading these and take it up hoping that I might be able to use my sky cinema, Netflix, Disney, paramount, prime and Apple TV during the festive period. I understand the sla/kpi but everyone seems to work a 24/7 schedule these days so I would expect others in the service industry to do so as well. I have been slowly falling out of love with sky for a period of time maybe this is the shove I needed.

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@PaigntonPete Openreach don't work 24/7 for any domestic service ISP, if you decide to leave Sky and move to another provider who uses the Openreach network you will encounter the same service levels, the only way to get better service levels with increased priority is to use a business grade product and they can be vastly more expensive if you want same or next day repairs.

[Daniel0210]

@PaigntonPete 

And I'd be very surprised if any isp operates 24/7 repairs.