Still without internet & landline 5 days on.

[bettys73+ipad]

Five days after the ultrafast broadband & landline stopped working & still no resolution. The sky/openreach engineer didn't come as scheduled & im still waiting for another appointment.

 18 years with Sky, Diamond VIP members, vulnerable disabled customer, Ultrafast fitted just 4 weeks previously & yet no help whatsoever- just an engineer who didn't turn up.  What appalling service - or lack of it.

So a Blind vulnerable customer is left without access to a landline. He is unable to use a mobile & there is no voice activation for him on Sky Q.

Why does no-one care or seem to be doing anything?

[Chrisee]

@bettys73+ipad it is very unlucky to lose connectivity over a 4 day holiday weekend. Openreach do not work on Doomestic Connections over weekends and only very highest priority.lines get fixed over Christmas. When you switched to Ultrafast the agent should have checked there was a decent mobile signal you could use in emergencies as Sky's voice lines on Ultrafast don't work if power or internet connection is lost. If that did not happen then complain see How to make a Sky complaint | Sky Help | Sky.com. If the order was placed online there should have been clear warnings saying the same thing

You will be compensated if you lose connection for more than 2 working days after you have reported the fault. Most Openreach engineers do not need access to your home as most issues are outside. 

[bettys73+ipad]

The mobile signal here is poor. How can a blind person make mobile calls where you have to 'press one, press two' etc when they can't see the screen?

Why didn't the engineer turn up to the arranged appointment - which was on a working day?

Why was I told yesterday that openreach do work at weekends & bank holidays?

Why hasn't a new appointment been scheduled when it's 48 hours since the last visit was missed by them? 

When visits are scheduled sky clearly states access to indoors must be available. 

To leave a vulnerable person with no means of communication for several days is totally unacceptable. If they're not priority then who is? Even the mobile signal keeps dropping out. 

[TimmyBGood]

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@bettys73+ipad wrote:

Why was I told yesterday that openreach do work at weekends & bank holidays?

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They do, but that's for wider emergency response and high paying business customers.  As @Chrisee indicates, there's no individual domestic cover over those times.

[bettys73+ipad]

There has been three working days since this fault was reported. An appointment last Thursday (a working day) where the engineer didn't turn up & still no rearranged visit.

So we will have been without service for at least a week. Even if it's fixed next Tuesday (the next working day) Skys compensation scheme for the actual outage will be all of £9!! 

[Daniel0210]

@bettys73+ipad 
In addition to the above advice, from the posts you've made it makes me think you're not aware that you are not contacting Sky Customer Services on here. This is a customer to customer forum where we try to help each other. 

[bettys73+ipad]

Yeah, I know - just hoping a sky operator might monitor it & get things moving!! Our ultrafast installation was appalling from start to finish & now just 4 weeks later it's dead. I really regret the entire process. 

[TimmyBGood]

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@bettys73+ipad wrote:

Even if it's fixed next Tuesday (the next working day) Skys compensation scheme for the actual outage will be all of £9!! 

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Actually, no: after the initial two working days the compensation payment is for each full day, including weekends and holidays, because it's essentially a penalty levied on Openreach for not meeting their targets. Note this isn't specifically a Sky scheme: it's the industry standard as overseen by Ofcom for all participating ISPs, and the conditions (and cash amounts) are defined by Ofcom too.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat... 

[TimmyBGood]

@bettys73+ipad 

You should also be due an amount for the missed appointment, but it's best to keep your own record and then see if this matches what Sky eventually credits the account once the fault is resolved.

[TimmyBGood]

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@bettys73+ipad wrote:

Our ultrafast installation was appalling from start to finish & now just 4 weeks later it's dead. I really regret the entire process. 

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Unfortunately there's always some degree of risk with such a process: given millions of such installations are now happening annually, it only takes a tiny overall percentage of problems to result in numerous unhappy customers.

[bettys73+ipad]

Thanks for the info - I'd misread the scheme. 

[bettys73+ipad]

I do understand that & have been very patient. I'm just at a loss as to why an engineer still isn't booked in following the previous missed appointment.

I've always been happy with Sky & their after care but this ultrafast installation has been nothing short of farcical.

 I've already received huge compensation for the various delays & hiccups but would rather have received a reliable service. 

[Addie15]

Hi there, @bettys73+ipad. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Mr+Flibbles+86]

We are still looking to help you @bettys73+ipad. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[jamesn123]

Hi @bettys73+ipad 

I think it would be very worth your time registering with Sky accessibility 

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers