No internet for almost 3 weeks

[Deb1957]

I don't know where to turn ! Moved into house 4 weeks ago - had organised 'move' open reach came - sky engineer came - internet wtntviff 4 days after that . I have spent almost 8 hours on the phone to many many different people who just pass me to another department where I have to explain everything again .  Nobody... NOBODY EVER CALLS ME BACK . Sky have succeeded in reducing me to tears. I'm a pensioner and use internet extensively. What the hell can I do ???

[Daniel0210]

@Deb1957 

You aren’t contacting Sky here. This is a customer ▶️ customer discussion forum where we try to help other customers.

What have Sky said regarding your connection? Have they passed it to Openreach for investigation? 

Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting permission from the local council).

▪️

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.

[Deb1957]

They say they have passed to open reach but that was way back when I first lost internet.  Nobody seems to be dealing with it .

[Deb1957]

Do you know of any way I can escalate this to someone in a higher position who can actually take it on and get it sorted? Thanks 

[Daniel0210]

@Deb1957 

I suggest you contact Sky again tomorrow and ask if they have any update from Openreach. Some of these faults can take a while to resolve.