Wifi Down, onto 6th day

[Siobhonb]

My Broadband has been off since 08:30 on 26th July, each time I call sky im being fobbed off. Im being told daily that it will be fixed that day and clearly it is not. We were even told to get up at midnight to see if it was then working as sometimes it switches on at 12:00am??

Into my 6th day now and still doesnt look like it will be back on anytime soon. I've see an Openreach van twice in this time and nothing has changed and no one can give me an accurate update as to what the issue is.

I have Sky Glass, so no TV for nearly a week also.

Any help would be greatly appreciated.

[Daniel0210]

@Siobhonb 

Just in case you're not aware, the below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 you notify Sky of the fault, you will become eligible for it. 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 (new rates apply from 01/04/24 of £9.76 per day).

[Siobhonb]

@Daniel0210  Thanks for this, I was advised that I would not be eligible for compensation until today. I reported the issue at 08:30 on 26th, they advised Im not covered for that day or the weekend as its not a working day (strange as they charge us for weekends) so then Mon/Tue were the 2 days after the issue and that from Wed (today) I would be compensated. 

Honestly though I just want it fixed, I work from home so have now lost holidays due to this now.

[Daniel0210]

---

@Siobhonb wrote:

@Daniel0210  I was advised that I would not be eligible for compensation until today. I reported the issue at 08:30 on 26th, they advised Im not covered for that day or the weekend as its not a working day (strange as they charge us for weekends) so then Mon/Tue were the 2 days after the issue and that from Wed (today) I would be compensated. 

That was correct 

Honestly though I just want it fixed, I work from home so have now lost holidays due to this now.

Unfortunately as Sky Broadband is a domestic service wfh does not speed up a fix time or increase any compensation amount. Hope it's fixed promptly. 

---

[Daniel-F]

Hi @Siobhonb 

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Siobhonb  an invite to chat.

[Siobhonb]

@Lisa-P1987  I cant see an invite to chat? Can you please re-send?

[Highlinder]

@Siobhonb  What browser are you using to view the forum?

[Lisa-P1987]

I think you have already engaged with the chat. It is not an instant message though. But we will do our best to be in touch as soon as possible. 

[Siobhonb]

I'm now into my 3rd week of no WiFi no tv and no help!! Each time I call I have to explain what's happened like nobody at sky talk to each other or make notes on the account! How does this even happen? I'm getting so frustrated with the situation, I understand that there is autocompensation however this is not the answer. I would like a solution to the fact that my services are down and have been since 26th July. 
@Daniel-F @Lisa-P1987