No service

[Jaiayres]

Hi

 My service has been down now since Tuesday afternoon.  An engineer called to say it was a fault at the exchange but I have since received no update whatsoever. On calling I am unable to speak to anybody and an automated reply says we are trying to fix the issue.

why are no updates of estimated repair times given please?

[Chrisee]

@Jaiayres it is usually impossible to get estimated repair times as with many faults the engineers sorting the issue have no clear idea oof how long a fault will take to fix. You will be due compensation when the issue is sorted if your line is down for more than 2 working days see Customer Auto-Compensation | Sky Help | Sky.com

[Jaiayres]

Hi

 it's still down... this is day 6..no update from Sky... extremely bad customer service after being with them for 12 years.

[Chrisee]

@Jaiayres as previously posted Sky will know little more than they have already told you but it is worth giving them a call. The "bad service" is not from Sky but from Openreach who own and operate the phone network which is worth rdmembering if you decide to switch to any other isp using the same network.

[Jaiayres]

Hi

i understand the issue is with open reach however Sky have not updated me at all? Surely that's courtesy from your customer services department? It's pretty poor I think.

 What number do I call to get an update please?

[Daniel0210]

@Jaiayres 

You would need to instigate the call to Sky. If you already have a Sky Mobile or a Sky Talk landline call free by dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you back to the forum. Stay on the line as long as possible and don’t hang up.

[GD1]

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@Jaiayres wrote:

Surely that's courtesy from your customer services department? It's pretty poor I think.

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It's not our customer services depertamnt, in case you're not aware you're speaking to fellow customers, not Sky.

[Jaiayres]

Oh I see! Thanks for replying then!

So frustrating that something that is affecting so many people can't be fixed after 5 days.. very odd! 

[mormegil]

Faults within the exchange can sometimes be tricky to be resolved depending who the owner of the effected equipment is and if replacement equipment and specific access is required

i remember one time an exchange in London was broken into over a weekend and all the copper wiring in the building was stollen meaning both the internal power and all the individual broadband connections had to be replaced in order to restore connections

[Jaiayres]

Hi! The internet is now back up however the Q box won't connect 😫 pressed the WPS button and spoke to an engineer who can't figure it out so now have to wait a week for an engineer.. just keeps saying no connection?

[mormegil]

Have you powered off the q box to see if it reconnects? Mine will loose connection every couple of month when the fans start running ott

[Jaiayres]

Hi..yes a few times 😫