Service

[Colo75]

After losing all broadband and Sky Q coverage due to recent storm, I contacted the Sky team. At present I work from home but due to no broadband, I am currently renting an office space, a room, to keep working.

Have been with Sky for 18 years, never needed any service until now. After numerous phone calls, emails, texts and been given dates when someone will be out to fix everything, dates have been moved, I got yet another "date" fixed for engineer to call out, now given the 12th Feb. This is only 20 days since registering for a call out. I want to thank Sky into deceiving me that they have a service/aftercare team. They clearly do not. I was fooled, three times we have had the call out date changed. Totally unacceptable. 

[TimmyBGood]

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@Colo75 wrote:

I want to thank Sky into deceiving me that they have a service/aftercare team. They clearly do not. I was fooled, three times we have had the call out date changed. Totally unacceptable. 

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I'd observe that for broadband, storm damage is almost certainly the remit of Openreach rather than any of their client ISPs.

Loss of Q reception after a storm would presumably be a dish issue, and so a separate fault logged with Sky for their installer attendance.

[Daniel0210]

@Colo75 

Openreach engineers will be swamped with jobs after the recent storms over the entire UK. Unfortunately wfh has no impact on fix times.

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 you first report the fault to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.