No internet sky refuses to acknowledge an issue

[Lasd]

Sky cut out friday afternoon in the middle of my work day. All the lights on the hub show green but won't connect to any of our devices.

Sky said they would send a new hub which hasn't turned up and by all accounts wont solve the issue anyway.

Have seen multiple posts on here and on a local FB group (Notts) that at least 50 people in our area are having the same issue which appears to be open reach related as it is not just sky customers.

This needs to be escalated and sky need to stop gaslighting customers that everything is working as it should and there are no reported issues when it's clearly a bigger issue that needs investigating and we should be given updates that this is being resolved! We understand that infrastructure issues take time to resolve, but to pretend there is no issue is appalling.

People's jobs rely on this that work from home (who dont have a local office to go in to) and it's astounding that sky won't even admit there is an issue! When I asked how to make a formal complaint they dodged the question. 

[Daniel0210]

@Lasd 
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like myself.

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@Lasd wrote:

Sky cut out friday afternoon in the middle of my work day. All the lights on the hub show green but won't connect to any of our devices.

Sky said they would send a new hub which hasn't turned up and by all accounts wont solve the issue anyway.

It would be a miracle if a replacement hub had been delivered within 48 hours and over a weekend. 

Have seen multiple posts on here and on a local FB group (Notts) that at least 50 people in our area are having the same issue which appears to be open reach related as it is not just sky customers.

This needs to be escalated and sky need to stop gaslighting customers that everything is working as it should and there are no reported issues when it's clearly a bigger issue that needs investigating and we should be given updates that this is being resolved! We understand that infrastructure issues take time to resolve, but to pretend there is no issue is appalling.

Sky will usually quote 2 WORKING DAYS as a potential fix time because that’s the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or the road needs to be dug up (once the required permission from the local council). You would need to pay much much more for perhaps a business service to receive updates on outages

People's jobs rely on this that work from home (who dont have a local office to go in to)

Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

and it's astounding that sky won't even admit there is an issue! When I asked how to make a formal complaint they dodged the question. 

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