Sky broadband down- no service Cambridge

[Andrei-Nicolae]

Total loss of service since Wednesday the 13th. As I work from home I called sky straight away and they told me that normally open reach fix the issues between 24 to 48 hours. Nothing happened and after I made a complaint I have been told that open reach has to solve the technical issue outside my property. Still after 48 hours complaints department could not chase it up with open reach... at 72 hours since the issue called  sky again to be told there is an outage affecting over 100 people and that the issue will be fixed by Monday... during this period I got no updates from sky unless I called. Their app does

not mention any outage and their updates seem rather misleading to me. I want to cancel the contract with no penalties as after 5 days since I got no internet and no guarantee that it will be fixed. Total loss of service since Wednesday with no broadband , no landline no sky steam... nothing. Sky complaints department and cancelling contract department had no care or understanding and they find it normal to wait days for the internet to be fixed. A reasonable expectation for any person in any civilised country is to have the internet fixed within 24 hours or 48 hours unless there was storm or calamity. What sky and open reach do with their extended waiting period ehile

no updates is outrageous! 

[Daniel0210]

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@Andrei-Nicolae wrote:

A reasonable expectation for any person in any civilised country is to have the internet fixed within 24 hours or 48 hours unless there was storm or calamity. 

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@Andrei-Nicolae 
The service level agreement in the UK between all ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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 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.

[JimM1]

@Andrei-Nicolae Go for it, inform sky first that you are indeed cancelling the contract due to that fact, once it is cancelled 14 to 30 day's they will tell you which then you are free to go wait and see who will take you on as a customer! During the cancel period you will not be able to approach anyone else so do keep that in mind!

[Andrei-Nicolae]

Hi there 

I did not ask for quicker repair just because I work from home. I asked for updates and reason why the broadband has not been fixed within the expected time of 48 hours. I should have got a text message on the day open reach was to attend at outside my property... that did not happen. I was told at first is most probably an issue just for myself but it ended up being an outage affecting more people. Sky remained quiet during this period and their app offers no updates. 

[Andrei-Nicolae]

Hey thanks for your thoughts. I intend to go for city fibre and not using open reach anymore 

[Daniel0210]

@Andrei-Nicolae 

Certainly for wider outages the onus is on you to contact your ISP for updates but Sky can only update you with information they've been given by Openreach. 

If a repair requires OR to dig up the road or pavement they have to gain permission from the council first which delays a repair. 

[JimM1]

@Andrei-Nicolae Should you need it from the sky help!

How to cancel your Sky Broadband | Sky Help | Sky.com | Sky Help | Sky.com

[Andrei-Nicolae]

I can see that you are very supportive to Sky when clearly should not be like that. Open reach or other third parties would never give me updates to me directly and the only party I am in a contract with it is Sky. Sky and only Sky should updated its clients and do their best in solving things 

[JimM1]

@Andrei-Nicolae What point is not clear to you with the information that was supplied, we are all just customers like yourself!

[Andrei-Nicolae]

Did I say something it was unclear? Why do you say that ? It is obvious to me you are biased. That s all my opinion 

[Daniel0210]

Because you aren't tagging the person you're replying to (ie; @Andrei-Nicolae ) we don't know who you're replying to. 

The post about digging up the road, and the onus being on you to seek updates is fact, nothing biased about it. Being a cheaper end domestic subscription Sky do not have the capability to contact all their customers in a certain area who may be affected. 

[TimmyBGood]

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@Andrei-Nicolae wrote:

A reasonable expectation for any person in any civilised country is to have the internet fixed within 24 hours or 48 hours unless there was storm or calamity. 

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As long as the expectation reasonably includes accepting that we'd all have to pay substantially more each month for our broadband subscriptions to cover the additional cost involved in those response times: £1 to £2 per day really isn't going to do it.