Why can't I get through on the phone

[Goodwife]

I've had no service since Thursday. Initially told an external issue then that my hub at fault. Sky send new hub, still not working. Try to call and it's just a recorded message help. Virtual assistant useless

[SKY1992bf]

@Goodwife  What does the recorded message say 

is it asking for payment or asking you what you call is about 

your duplicate thread has been removed as you already have this one 

[Daniel0210]

@Goodwife 

If your services aren't restricted then there's no reason why you can't eventually get through to an agent. 

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[GD1]

@Goodwife  Your 2 other duplicate threads have been removed, these have been created within minutes of this one, doing this can be seen as spamming the community.

You should be aware this is a customer helps customer community not a chat service, therefore replies will never be instant.  If you don't receive a reply straight away you simply need to wait.

[Daniel0210]

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@SKY1992bf wrote:

your duplicate thread has been removed as you already have this one 

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@SKY1992bf 

Threads plural. 

[Goodwife]

It's just a recorded message saying we know there is a fault in your area, press 1 fir a text when it's fixed, thank you and goodbye

[Goodwife]

I didn't deliberately post more than once

[Daniel0210]

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@Goodwife wrote:

It's just a recorded message saying we know there is a fault in your area, press 1 fir a text when it's fixed, thank you and goodbye

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@Goodwife 

So that saves you waiting in a queue for an agent to tell you exactly the same thing.

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.

[Goodwife]

Yes but i need to talk to them about the unwanted equipment they have sent me and about compensation 

[Daniel0210]

@Goodwife 

If you read my last post it explains auto compensation which won't kick in until Tuesday at the earliest. 

[Goodwife]

We were already in discussion on Thursday. When they told me it was my equipment. I just want to talk to a human!

[JimM1]

@Goodwife Then you will have to call from another number that is NOT recognised by the system and try that way!

[caesarome]

@Goodwife 

When calling say nothing when asked any questions by the bot as you should then end up in a queue to talk to someone.