Sky mobile no service in my area for a week and they don’t care; anyone having similar issues?

[trevorchorley]

Sky mobile service has been down for a week in the Beaconsfield area; no notification from Sky. Service checker site has said "a mast isn't functioning properly an engineer is already working on it" but nothing has changed for 7 days. All attempts to contact them via web results (eventually) in them regurgitating a version of the Service Checker spiel and they think that's enough. Now, I can't even get my

phone to work in Central London (perhaps cos I reset the Network settings in trying to diagnose fault initially). No help from Sky so far.

[Daniel0210]

@trevorchorley 

Sky don't own or maintain any mobile phone masts so you, and others in that area, are relying on a third party fix.

Once it's back up and running perhaps call Sky and ask if they are willing to add a credit to your account for the period you were without full service. 

[trevorchorley]

Well, thats more information than anyone at Sky offered. It's still not really an answer though. I pay Sky, so they bear the responsibility of providing the service and they're happy to re-badge O2's Service Update page, as "Sky" to further give the impression that it's their mast. The idea that I have to go cap-in-hand and ask for a re-fund, when they've provided NO service for over a week is also unacceptable.

[Daniel0210]

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@trevorchorley wrote:

The idea that I have to go cap-in-hand and ask for a re-fund, when they've provided NO service for over a week is also unacceptable.

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@trevorchorley 

That's the only way you're possibly going to get a good will gesture of a credit on your account. Unlike Broadband/Talk there is no agreed auto compensation for mast issues which should only affect your local area.

[trevorchorley]

"Gesture of Goodwill"?! Sky failed to provide the service paid for, so what are they charging for exactly? Also, I don't believe you're not a Sky employee.

[Daniel0210]

@trevorchorley 

See this article in the About section from the top of the forum page. You'll see that we are customers just like you as the bold type under our user name explains.

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers