No internet connection

[MerPel]

I cannot connect to the internet. I have tried everything suggested in the support app. Only two lights are on the modem—one for power and one for Wi‑Fi—but there is no internet connection. Troubleshooting cannot even be completed.

[JimM1]

@MerPel If you cannot get it completed then you have to give sky a call for them to check at that side!  Methods off contacting them linked below!

https://www.sky.com/help/page/broadband-digital-hub

[MerPel]

Hi Sky,

My engineer appointment on 8 Sept 08:00–13:00 — no one came and I received no update. We work from home and have already been without internet for a while, which is affecting my job. I pay a significant amount for Sky but cannot benefit from the service.

I would like this complaint logged, a new appointment arranged urgently, and clear information about compensation for both the missed visit and the ongoing lack of service.

[JimM1]

@MerPel It's the same as before, posting on the Forum your are not contacting anyone at sky. So you need too call them again tomorrow. link above still applies!

[Daniel0210]

@MerPel 

A few things to point out…

In case you’re not aware you aren’t contacting Sky Customer Services on here. This is a customer led discussion forum where Sky customers are available to try to help other customers.

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.

You can't make a complaint via the forum. See this link on how to make a complaint 

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

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.