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Discussion topic: Sky broadband connection has been down since Sunday

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This message was authored by Cathy11 This message was authored by: Cathy11

Sky broadband connection has been down since Sunday

My sky broadband connection has been down since Sunday. 

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Sky broadband connection has been down since Sunday

Posted by a Superuser, not a Sky employee. Find out more

@Cathy11 

Have you reported it to Sky since then? 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

Yes I have  .

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Sky broadband connection has been down since Sunday

Posted by a Superuser, not a Sky employee. Find out more

@Cathy11 

If it requires intervention from Openreach their target fix time is 2 working days. If the fault requires the road or pavement digging up it'll take longer as Openreach need to gain permission from the local authority. 

This link explains auto compensation 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 account.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by jamesn123 This message was authored by: jamesn123

Re: Sky broadband connection has been down since Sunday

Posted by a Superuser, not a Sky employee. Find out more

@Cathy11 

What did they say the problem was then? Often faults can take 2-5 working days to fix

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

OK just want the Internet working again. Not bothered about compensation. 

Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

Said the problem was  with the  telephone  line. 

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Sky broadband connection has been down since Sunday

Posted by a Superuser, not a Sky employee. Find out more

@Cathy11 

So are they sending an engineer out or what?

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

They sent one out on Tuesday . Haven't heard anything back from  them  since  then. 

Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

Sky  keep  saying  they will  fix  it  but they  never  do. 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Sky broadband connection has been down since Sunday

Posted by a Superuser, not a Sky employee. Find out more

@Cathy11 wrote:

Sky  keep  saying  they will  fix  it  but they  never  do. 


@Cathy11 

The responsibility falls to Openreach not Sky. Give Sky a call and see if they've had an update from Openreach. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

Gave sky a call earlier . Just said they are still working it on and to give them a call tomorrow if it isn't fixed. 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Sky broadband connection has been down since Sunday

Posted by a Superuser, not a Sky employee. Find out more

@Cathy11 

Then that's what you'll need to do. Without knowing what the issue is, where it is or what's required in order to fix it we can't help any further. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

OK. 

Cathy11
Topic Author
This message was authored by Cathy11 This message was authored by: Cathy11

Re: Sky broadband connection has been down since Sunday

Since then  they have  said  they  are  going to  fix it on Friday.  We have to  ring  sky  for a  update  from  open reach  on Tuesday.  

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