Outage for 5 days - no broadband, no phone, no customer service. Awful

[KSW]

In Amersham..5 days since losing all broadband, not one single message from Sky about when our broadband will be working. Outage at the telephone exchange apparently. When I phoned up they told me it would be fixed by 6pm on Wednesday 25th. Lies, lies, lies. What is going on?!?! 

[Highlinder]

@KSW  If the outage is at the exchange it will not be down to Sky to fix, this will be down to Openreach to fix as they are the network provider and the ISPs are the customer and you are the customer of the ISP. Are any other people around you in the same boat with no service?

[KSW]

No idea if anyone else has issues but our neighbours use EE and they're ok.

I pay sky; not open reach, I guess it's just pass the buck time. Terrible service. I would never recommend Sky to anyone. 

[Highlinder]

@KSW  If you need another update then you will have to call in again. But you can raise a complaint with Sky via the link below.

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

[KSW]

Funny..the messaging service is "unavailable". Is it just that Sky isn't working generally. This is an utter joke. I guess £100 plus a month isn't enough to pay for any kind of reliable service. 

[Highlinder]

@KSW  from the link provided there are 4 ways to make a complaint if that is what you intend to do.

[KSW]

I have spent enough time on this. I have wasted the last 5 days trying to get answers. There is nobody at Sky who cares or who has even bothered to contact me. Stop sending me more info with how to complain. I am looking for a solution to my problem!!!! 

[KSW]

And I don't want to send it in the post as that wouild take weeks to get an answer. I can't phone as it goes straight to an automated service which doesn't allow me to talk to an advisor. It's a sham  

[JimM1]

@KSW Hopefully you are aware that you are contacting Customers just like yourself by Posting on the Forum and NOT direct contact to any sky personel. Sorry if the advise is not to your liking or that any off the suggestions have not helped in anyway. Hopefully all involved will no longer do so at your request and you can deal with the issue as and when you can.

[Daniel0210]

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@KSW wrote:

I can't phone as it goes straight to an automated service which doesn't allow me to talk to an advisor. 

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@KSW 
All calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[TimmyBGood]

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@KSW wrote:

I guess £100 plus a month isn't enough to pay for any kind of reliable service. 

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That would seem rather expensive for Sky broadband.

A business-grade connection with a guaranteed response time would however be several times more expensive.

[KSW]

You sure you don't work for Sky?

We have tv, phone and broadband with Sky - all affected by the outage. 

[KSW]

I'm sorry for upsetting you...All of the answers here sound as if they're coming from Sky employees or those who are in affiliation with Sky..

[Daniel0210]

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@KSW wrote:

You sure you don't work for Sky?

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@KSW 

Click on find out more which is alongside Posted by a Superuser, not a Sky employee which will confirm we aren't. Posts from staff are clearly marked as such.

[Highlinder]

@KSW  I am very sure I don't work for Sky. As @Daniel0210 says we are only users like yourself.