Home Kent News MoneySavingExpert issues advice for anyone hit by Sky Broadband outage in Kent

MoneySavingExpert issues advice for anyone hit by Sky Broadband outage in Kent

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Original article from Kent Live

MoneySavingExpert.com has issued advice for Sky Broadband customers following a mass outage in Kent.

Thousands of people across the country were left without internet access on Wednesday afternoon (September 1) due to problems with Sky Broadband.

By 9.40pm, more than 2,321 households were voicing concerns about their broadband connection not working every minute, according to independent website DownDetector.

Read more: I tried the Morrisons £2.75 full English breakfast and it was a delicious bargain

The website, which tracks reports from customers across social media to monitor the performance of web services, reported a huge spike in complaints from Sky Broadband customers..

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And there were more than 1,300 reports of problems on the site at midday yesterday (September 2), with Sky admitting the outage was still ongoing as of 3.23pm, MoneySavingExpert.com reports.

Across the UK, 98 per cent of the most reported problems were linked to internet access, while one percent of customers recorded a total blackout.

One percent of reported problems were to do with televisions.

The financial website has now revealed residents are entitled to compensation if their service is down for "two working days".

"If your broadband or landline service stops working, you should report the fault to your provider," MoneySavingExpert.com reads.

It explains: "Under communication regulator Ofcom's rules, if the service is not fixed after two full working days you should receive compensation automatically.

"You will receive an initial £8.06 if the service is not fixed two full working days after you report it, and then £8.06 for each full day it is still not fixed after that."

The advice stresses if the issue is fixed within this two-day window you can still complain to Sky "if you've been inconvenienced by the outage as it may be able to offer support on a case-by-case basis".

"If you're unhappy with the response you do get from Sky, or you don't get one within eight weeks, you can take your complaint to its ombudsman; CISAS," it adds.

Sky has already updated customers, pledging they are "working towards a resolution".

The company tweeted yesterday: "Engineers are still currently on site and working towards a resolution to restore services ASAP. More updates to follow when available. You can keep up to date on the My Sky App or check your status here."

Sky confirmed the problems that hit customers on Wednesday left some unable to get online or make/receive phone calls from their landline.

The firm has not confirmed whether the issues reported this morning as a continuation of the problems last night or a new issue, reports The Express.

Original Article