Broadband not working

[david+o+1]

Is broadband down in Coulby Newham 

[Chrisee]

@david+o+1 run the service checker in the My Sky app overca mobile connection shich will tell you if there is known issue affecting your area if there isnt call Sky to report your outage so it can be checked out.

[Chrisee]

@david+o+1 run the servicecfhecker in the My Sky app over a mobike connection as thst will tell you if thereis a known fault if there isn't ring Sky to report your outage.

[Daniel0210]

@david+o+1 

No need for two threads. @Chrisee has now answered both of them for you. 

[david+o+1]

Sky still down 2 days later 

[JimM1]

@david+o+1 Service checker below may help!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby if enough time has passed for a fault condition to displayed by the software test! This should determine if there's an identified fault affecting multiple households.
https://www.sky.com/servicechecker

[Anonymous]

My household has been off line for 30 hrs now. No TV no central heating. Still no update about an engineer visit. I've called 5 times, the last advisor was helpful, I was informed not to keep calling in and chasing updates as this resets my complaint to zero status, so if it does reach an engineer review inbox, it will revert back to an unactioned report. I guess they don't want people calling constantly.

[david+o+1]

I was told in November by sky customer service that I would get a £15 Tesco voucher for the 5 weeks my internet was not working.. it's December now and still no voucher..?????

[Daniel0210]

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@david+o+1 wrote:

I was told in November by sky customer service that I would get a £15 Tesco voucher for the 5 weeks my internet was not working.. 

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@david+o+1 

For 5 weeks without any internet you're eligible for auto compensation. 

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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[david+o+1]

I was promised a Tesco voucher in November phoned up plenty of times and still get fobed of .. was told I would get a message within 48 they can't even send a message..what a load of rubbish sky is ....

[caesarome]

@david+o+1 

This link explains how to make a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint