Poor customer service

[Brian11111]

My broadband is down 8 days now. I've rang everyday for an update and escalated the fault on day 5. I was told I'd get a call back today but it didn't come. What can I do now?

[Daniel0210]

@Brian11111 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of 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 Openreach / City Fibre need to dig the road up (once they’ve obtained 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 April 2026 the rate has increased to £10.34 for every complete 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.

[Brian11111]

I'm in the Republic of Ireland. On day 1 I was told it would be fixed in 3 to 5 days but on day 5 I was told another 2 to 3 days and then yesterday I was told longer again. 

[Daniel0210]

@Brian11111 

Okay, so the auto compensation won't apply in your case but I dare say repairs can easily be delayed for the same reasons outlined above. 

[caesarome]

@Brian11111 

What shows on your account regarding this fault ?

[Brian11111]

It shows my sky broadband isn't showing any info. 

Also showing engineer was booked each time I called but cancelled again straight away. 

Sky did attempt to send out a replacement hub but incorrectly addressed it so the courier held it in their warehouse! When I tracked it down I had to collect it myself. 

[Littledarkpoet]

Same here mate. My LOS light came on about 10 days ago. Reported it over the phone to some offshore call centre. After about 40 minutes they told me an openreach engineer would be out in 3-5 working days. Chased it up after 8 working days as there was no sign of an engineer. The customer services person said that the engineer had NOT been booked, but they'd arrange one to come the following day (yesterday). Openreach engineer came out and, to be fair, was decent and kept me updated all through the visit, but was unable to repair the problem, citing an issue at a mysterious location in another part of the region that - presumably - they weren't able to go. Maybe it was Gondor or somewhere. Anyhoo, they told me it was in another engineers ticket for today (Saturday). It's now 1230hrs and I'm yet to hear anything further.

Oh yeah, I got my token offer of a tenner for compensation for being unable to access general internet, Prime Video, Disney+, Paramount+, YouTube Premium and Now TV, all if which I pay for. [removed]

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