WiFi never worked

[Aaron251]

Hello is there a higher authority to complain about the lack of service ? 

I want to raise a formal complaint. My full fibre 500 service has never worked since activation 1 week ago, I’ve been sent replacement equipment, the engineer visit was never actually booked, and I’ve called multiple times with no resolution.

I took a full day off work for the engineer appointment Sky confirmed. I now know the appointment was never booked.

Because the broadband never worked, I cannot work from home. I’ve had to travel into the office every day at my own expense and lost time. This is a direct result of Sky’s failure to provide the service I’m paying for and to correctly book the engineer visit. I am requesting a goodwill credit to cover the additional costs I’ve incurred.

is there anything I can do ? It's now the weekend I can't watch sky stream, work, use my sky services. Just seems like an absolute mess. 

[Daniel0210]

@Aaron251 
There's no compensation for lost time or travelling expenses . 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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Chrisee]

@Aaron251 while you can make a formal complaint using these links How to make a Sky complaint | Sky Help | Sky.com

I am not sure that will speed up a resolution. Where these faults occur it takes time to trace whhat is wrong which is often quite difficult to determine. Sky are in the hands of the network ooerator who are either Openreach or City Fibre. 

The only poditive news I can give you is you should be accumulating compensation see Customer Auto-Compensation | Sky Help | Sky.com

[Aaron251]

Thanks for the reply.

so they owe me £9.98 x5 so far then as it's never worked ? 
going onto day 6 & 7 over the weekend as well. Won't be fixed Monday either. 

Can't use stream sky either as they go hand in hand.  

what about when when sky staff lie or can't do their job and say an engineer from open reach will be out today between 1pm-6pm, can I get rates for that? As I took a day off work to sort this out and wait in. As I'm aware if you miss an appointment they charge you something along the lines of £25 for each missed one, do you know if that goes both ways ? 

[JimM1]

@Aaron251 Who activated your sky Broadband service if you happen to know, and when you look at the ONT that was installed what lights, colours and the names do you see, if you also know was it Openreach or a CityFibre installation?