Terrible Service in 2025 – Unacceptable for the UK

[Damith_Chandra]

I work as a data analyst in the UK and live in Selby. I got a SKY broadband connection around October 2024. Unfortunately, the service has been terrible.

Since yesterday morning, there has been no internet connection at all, making it impossible for me to do my work. I contacted SKY customer service, and they repeatedly asked me to reset the router and the box, wasting a lot of my time. Despite following all their instructions, the issue remains unresolved.

After spending hours on the phone with them, I was eventually told to wait another three working days for a new router. This level of service is unacceptable, especially when reliable internet is essential for my job.

I have lost valuable working hours and time with my children because of this issue. I can’t believe that something like this is happening in the UK — especially in 2025, during a so-called hi-tech era.

I would not recommend SKY broadband — my experience has been extremely disappointing.

[daveNOS]

@Damith_Chandra The level of service is based on your connection being a domestic only service, the fact you use it for work has no bearing on that service level or priority for fault resolution. You will find most if not all providers would go through the same troubleshooting and the same delivery times for new/replacement equipment(especially over a bank Holiday weekend). 

If you are so relient on the Internet for your job then you need to use an appropriate business grade service, that will cost you considerably more and will have better service levels. 

[GD1]

@Damith_Chandra  No tech including brioadband is 100% guaranteed, if there is a fault on the network neither SKy noit any other ISP can predict what the cuase woukld be.

It's irrelevant what the year is in such cases as faults can and will hapoen, to think they wouldn't is unrealistic.

If you need 100% uptime you have 2 choices, invest in a backup 4G system at cost to you are seek out a provider that offers tah usially at a higher cost.

In additon if you're using a domestic broadband service you would not be abke to claim back any loss iof earnings.

I

[JimM1]

@Damith_Chandra You seriously need to look at a backup method for Internet connection if you are so dependant on it. 

[Daniel0210]

@Damith_Chandra 
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.