HR4 NO INTERNET FOR 2 WEEKS !!

[Geoff12345]

We have been without Internet ( no phone, texts, emails etc ) for 10 days, I've contacted SKY numerous times & just get the same response that engineers are working on a mast issue. Then receive texts from O2,  (7 so far !) promising resolution in 48hrs or 5 days then the latest 7 days.

I have eventually discovered that there was an issue with the mast & that o2 are now in the process of changing it from 4g to 5g, quite why this takes so long & why SKY didn't have customer service contact all those affected is unbelievable. 

[Daniel0210]

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@Geoff12345 wrote:

 & why SKY didn't have customer service contact all those affected is unbelievable. 

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@Geoff12345 

Sky don't provide notifications of an issue that some customers may be affected by (possibly just for a few minutes if just passing through). 

[GD1]

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@Geoff12345 wrote:

We have been without Internet ( no phone, texts, emails etc ) for 10 days, I've contacted SKY numerous times & just get the same response that engineers are working on a mast issue. Then receive texts from O2,  (7 so far !) promising resolution in 48hrs or 5 days then the latest 7 days.  O2 own the masts not Sky even O2 can run into difficulties when upgrading their masts.

I have eventually discovered that there was an issue with the mast & that o2 are now in the process of changing it from 4g to 5g, quite why this takes so long & why SKY didn't have customer service contact all those affected is unbelievable.  Completely unreasonable to expect a Mobile provider to contact every customer affected, if they did that who do you think would be taking the inbound calls during this mass contact exercise.

You're using a Domestic Mobile service so can't reasonably expect any Mobile provider to contact you when there is a mast issue.

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