Promise of Broadband resolution now daughter sick with worry as Law exams start on lineon Tuesday

[Pierette]

I have been SO badly let down by SKY ,

Who have left me with no broadband, knowing my daughter sits her final LAW exams here at home on Tuesday next week!!!!!  

So after an intermittent broadband, problem i contacted them . It was never resolved and they then raised my bill feom £68 to £98 as I was out of contract. 

There was no effort made to retain me as a customer despite speaking to 5 advisors.

After planning to leave, I was spoken to by a very pro active agent who agreed a new deal. 

To upgrade to BOOST, provide an immediate engineer and new equipment to resolve the problem before my daughters exams 

Yesterday I had an engineer here for 3 hours,

everything was working

by the afternoon. We still had an intermittent broadband failure , from PC to TV. 

Worried sick for my daughters on line exams , I called for help . 
Tests suggest there was an existing problem before the new installation. 

Now told Tuesday is the earliest they can help?!!!!!!!  

I explained again about my daughters final LAW exams and was just met with no help at all. 

Sky , this is a DIRE Situation

You have installed new equipment knowing there was an intermittent fault  This was never resolved 

You  Signed me in to a new contract in that basis 

Made a promise of excellent broadband which you have not delivered 

I AM DISTRAUGHT as my 21 year old daughter is in pieces worrying about how she will sit her exams. 

This situation is totally unacceptable 

It is also Bank holiday weekend and we don’t even have a Tv working , not can she do work on line . 

I request someone calls me as a matter of Great urgency as we need an engineer urgently to resolve this situation. 

[GD1]

@Pierette  You are not talking to Sky, this is a customer helps customer forum.

You need to be aware that any faults need to be investigated by the network owner and if they have advised Tuesday is the earliest day then Tuesday is the earliest date that Openreach who own and look after the network will be able to give.

People having exams is  not a priority as you are on a domestic broadband service and therefore you are bound by the domestic SLA's given by Openreach.

[jamesn123]

@Pierette 

The support agent should not have guaranteed you a fix by taking out the broadband boost option. Although it gives engineer priority it does not guarantee a fix in a certain time frame as this is likely bound by Openreach.

I would suggest you sort a mobile hotspot out for the exam incase the broadband fails.

[TimmyBGood]

@Pierette 

As @GD1 indicates, realistically a call centre based support person has very little idea where a fault might be located or what will resolve it, and should absolutely not be making promises that an issue definitely will be fixed within a particular time frame: unfortunately they are rather too keen to upsell Broadband Boost, which is not a solution for line faults.  Openreach do not provide their ISP customers with availability over weekends and bank holidays for domestic contracts, and your family circumstances don't alter that.  We can escalate your post to try and get an online chat with Sky started, but you won't get a call as a result of posting here.