Sky Broadband Max Outages

[Jess025]

In the last two weeks I've had my broadband crash twice. The first time it was tested and advised an engineer needed to come out. Engineer came out and looked at it all and fixed whatever the issue was. Went on holiday, turned off everything. Came back earlier this week seemed to be fine. Today again the broadband is not working, another engineer booked, awaiting. Contacted customer service to complain who say there is nothing they can do. Extremely frustrating surely there should be some follow-up procedure if one visit has not resolved the original issue, but there seems to be no option for this! Now without wifi yet again and likely to be left over the weekend, with no compensation as this only seems to apply to working days!

[Daniel0210]

@Jess025 

It depends when it's reported, so from your post it seems you won't be eligible until Wednesday if not fixed. Openreach don't work on individual faults at a weekend. 

In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 the Ofcom website:~
So 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.

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 (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[Jess025]

I am not concerned about compensation and so this information is irrelevant

I am more concerned that it is allowed for the original issue to not be resolved and there be no follow-up procedure. If an issue is not resolved in the first instance there is no way to report this, I reported through the app this morning with no update and can now actually see my through the service checker my broadband has crashed out rather than how it was earlier in which it booked an engineer on the basis of slow speeds

[Daniel0210]

@Jess025 

You mentioned the eligibility for compensation which is why I replied.