No internet Lampeter area

[draig123]

No Internet or telephone in Lampeter. Ran diagnostics says no issues in area, however FB groups in area all saying issues with Sky. This keeps happening and Sky not identifying there's a problem. No point telling me to reset my HUB as my hub not the issue. How do we get this flagged to technical team? 

[jamesn123]

Hi @draig123 

It would be best to call & report this fault if the Sky checker is not picking it up

[Cambrianna]

Half of the phone in Lampeter don't work.

And now we also have no television at all. 

[Cambrianna]

Probems with mobile phone mast.

And now also problems with television mast. 

Lampeter is CUT OFF.

[Daniel0210]

@Cambrianna 

Having just looked up where Lampeter is, the area has no doubt had some challenging weather over the last couple of days which may be where the outages stem from. 

[Cambrianna]

It's nothing to do with draig, nor any other individual that there is no service 

(or on a good day, rubbish service). And in the meantime, all Sky staff try

to do is sell new phones, when an expert in Glasgow has confirmed that

there is absolutely nothing wrong with our phones (for example).

[Daniel0210]

@Cambrianna 

As you've posted on the broadband board this is the advice regarding your broadband/landline phone…

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISP’s and Openreach for fixing a fault as Openreach claim to be successful 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.

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.

[Cambrianna]

True, but this is nothing compared to what the weather can be like here.

Winter has not even started yet. Also, we had problems in summer,

so that doesn't figure. The service is just, rubbish. Vodaphone

is the best provider, if you can afford them. And checking Ofcom, 

EE also provides a good service, whilists Sky is not even 

mentioned amongst top providers. 

At my former address in the mountains it took me 6 YEARS to get

my Internet problems sorted (after being sent hub after hub..

waste, pollution). The fault was at the telephone pole outside. 

[Cambrianna]

No-one in this area, who is a Sky customer, could possibly work from home. 

[Cambrianna]

That won't make any difference, neither.

[Nimbob]

Hey everyone,

Welcome to the Sky Community, This is a User to User help forum. If you're new here why don't you check out our community guidelines linked below.

Getting Started 

Please make sure when posting on the Community we are kind to each other and treat each other with respect.

Thanks,

[TimmyBGood]

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@Cambrianna wrote:

Probems with mobile phone mast.

And now also problems with television mast. 

Lampeter is CUT OFF.

---

Perhaps worth noting that Sky Group does not own, manage or operate either cellular masts or terrestrial television transmitters.

National network broadband circuits are the property of Openreach Ltd, which is the only company permitted to work on them