Sky's service level _ or lack there of!

[DaddyG08]

nothing on tv or braodband for two days _ how long is this likely to go on for?

[SKY1992bf]

@DaddyG08  Have you reported the issues to sky

[Tara44441]

Same for me! Since yesterday! I spoke to them today and they said it's an open reach prob (phone line) and could take up to two days!! Joke!

[GD1]

---

@Tara44441 wrote:

Same for me! Since yesterday! I spoke to them today and they said it's an open reach prob (phone line) and could take up to two days!! Joke!

---

These are the SLA's set by Openreach for domestic customers for all ISP's, which is the service you are paying for. 

Your duplicate post has been removed as you don;t need to post twice, there is also not point posting to Sky to get ot sorted as you've been correctly informed of the SLA's by the call centre.

[Chrisee]

@Tara44441 it is no joke the SLA is actually 2 full working days from the time of a report and Openreach report to Ofcom they clear 85% of faults in that time.  After that they pay compensation vis Sky see Customer Auto-Compensation | Sky Help | Sky.com

You can buy business grade connections with better SLAs but expect to pay significantly more. Any isp using Openreach service has exactly the same arrangement. Unfortunately many people like you assume everything will get fixed faster which unfortunately simply is not how things work in reality. 

[Tara44441]

The joke is when your paying nearly £100 a month and get the worst signal/internet that constantly drops and stops... on and off constantly... and when its goes completely like this our whole life's depend on internet now... including my WORK.... so yes it is a joke....I've not even had a clear answer! They never said it was 100% open reach or phone line only that they think that could be the case... so can't even tell me if that's the problem... as soon as this is sorted I'm going back to virgin 

[Chrisee]

@Tara44441 its the reality when you choose to rely on what is sold as a domestic connection for work use. Most people only find this out when the service goes down which is pretty rarely fortunately. 

Ofcom monitor all ISPs for various performance metrics the summary of their latest report is here https:https://www.ofcom.org.uk/phones-and-broadband/service-quality/latest-telecoms-and-pay-tv-compl...Sky always score significantly better than Virgin Media who consistently end up nearer the bottom of the table than the top while Sky are usually at or near the top. 

[Tara44441]

I understand things can happen.... I'm not disputing that... but I already pay for the extra boost strength and haven't seen it once and have complained 3 times! The signal is terrible! Tele and phones constantly not working and just going on and off and now this so I've just had enough 

[Chrisee]

@Tara44441 I can understand you are frustrated and want out.  If you are in the first 31days of your contract you can leavecwithout penalty . If however you are still in the fixed contract period of 18 months you will be charged a penalty charge unless Sky wave that . To get that done raise a formal complaint see How to make a Sky complaint | Sky Help | Sky.com

Sorry if that sounds like egg sucking lessons.

[TimmyBGood]

---

@Tara44441 wrote:

 I already pay for the extra boost strength and haven't seen it once 

---

'extra boost strength' isn't a thing.  There's a subscription supplement marketed under the name 'Broadband Boost' which offers the option to claim separate wireless booster units, but until this hardware is in place it can have no effect on the local WiFi signal (and doesn't actually 'boost broadband' at all)

[Tara44441]

Yes that's what I pay for... but if that's the case why do they not state that? Your right though I don't get know extra boost!