Angry customers have called for refunds and asked questions about moving internet service provider (ISP) after a damaged cable meant Sky subscribers across south London were unable to connect to the internet or make or make calls for 21 hours.
Connections went down for thousands of Sky users across Balham, Battersea, Brixton, South Clapham, Nine Elms, Streatham, Tulse Hill and Vauxhall shortly after midday on 1 August due to a break in a fibre cable in Brixton.
Complaint flooded social media, with Sky users hoping to relax on Saturday afternoon by catching up on some emails or binging on their current favourite Netflix television series, but the Sky support offered just four updates about the progress of the issue throughout the day-long outage.
Sky engineers fixed the issue at 09:00 on 2 August, and users saw their internet and phone services resume, but that has not stopped the complaints about the way the incident was handled – both how slow Sky were at admitting the fault and publishing details about the issue, and the lack of updates on the progress towards resolution.
A few of the angry tweets include:
I want a refund, all the interrupted service since April you owe me a chunk of change @SkyUK. Esp as you charge £5 for NOT using SKY TV!
— Marianne Miles (@MissMMiles) August 2, 2015
— Simone (@Nathan78Never) August 1, 2015
— Russ (@ruz23) August 1, 2015
— Duncan Rimmer (@duncr) August 1, 2015
@SkyHelpTeam let me try another question- will there be compensation for this sky broadband outage? (Yes or no)
— john hague (@jhague) August 1, 2015
— Alistair Wilmot (@Ali_G_W) August 2, 2015