on 10-10-2011 09:54 AM
I'm a new sky customer, my phone and TV are all installed and working and I finally received my router on Friday (nearly 2 weeks AFTER my broadband activation date even though I ordered everything in August well in advance of my move date which was 2 weeks ago!).
I plugged the router in to find an amber internet light, to cut a long story short, after around 6 or 7 phone calls to sky someone finally tested the line and found a fault, I was transferred to BT who pinpointed where it was and booked an engineer. The next day I got a call from said engineer who has 'fixed the fault', I still have no broadband so he said he'd have to book a broadband engineer as he didnt have broadband training!!
I'm currently waiting for the broadband engineer to call for the next instalment but I'm not filled with confidence so I was wondering if anyone else had experienced amber (or possibly red) internet lights and what the outcome was? It's a new N router.
Incidentally I have just come from several years as a virgin customer, when I joined them, they came round, installed everything and when it was all working they left... why don't sky do that? As a result my first experience with sky is frustrating phone calls, things arriving late and not working and then having to get somebody else to fix it (and at the end of it all I'll have a broadband speed about a tenth of virgin!)
One last gripe, the TV installer has run all the cables that I need to connect the sky HD box to the router to the wrong phone socket which is another room to the main socket that Im supposed to plug the router into!
Solved! Go to Solution.
on 10-10-2011 02:03 PM
I've just received a phone call from the BT engineer to ask more about my fault and to arrange to come round and check things. Finally, I thought, somebody is going to come and sort it out... and then he read me out somebody else's address!!
It seems my name and phone number has been put on someone else's fault... and I thought things couldnt get any worse
on 10-10-2011 03:42 PM
Sorry you are having problems with your Broadband. Is the amber light flashing or solid? After you spoke to the engineer did he advise if someone would call you back to arrange a visit? Let us know please, I will also private message you for more information as we can't ask for account details on a public forum. We will then look into this for you.
on 10-10-2011 07:42 PM
I have sent you a private message with regards your Broadband. Someone will be in touch soon, let us know how you get on.
on 11-10-2011 02:14 PM
I've just had a call from a BT engineer but it was another one with the wrong address... about 250 miles away! If you're in the Half Moon pub waiting for a BT engineer he keeps calling me!
So after spending over an hour on the phone last night I'm still waiting for the promised call back, to be fair the person I spoke to last night who promised to call me back might not have started her shift yet today.
on 11-10-2011 10:12 PM
Thank you for your reply, I hope you have received your call back today to get this resolved.
Please keep us posted on the progress of this issue.
on 12-10-2011 08:42 AM
I was promised a call back by three different people on Monday, unfortunately none of them have materialised as yet.
The latest news on the issue on Monday night was that an initial fault on the phone line has been fixed by Open Reach and as soon as that fault is cleared from the system a new one can be raised for a broadband engineer to come to the house.
I've had two calls from different Open Reach engineers with my name but the wrong address so I'm not hopeful that I'll have broadband anytime soon
on 12-10-2011 05:05 PM
Another day passes with no call back from Sky and as I'm about to go home from work I won't have any internet access to check for replies here
Looks like another evening wasted on the phone trying to get something done. I hope Sky aren't planning on sending me any bills until this is sorted.
on 12-10-2011 07:04 PM
I'm disappointed to see that this issue is still ongoing, I've sent you a Private Message asking for some details, please reply to this and I'll try to assist further.
on 13-10-2011 04:53 PM
Update... I phoned last night and have got an engineer booked to come to the house and check everything and trace the fault from there, that's the good news... the bad news is next Thursday was the soonest appointment when I can be home.
Credit where it's due, the chap from Sky who I spoke to last night said he'd keep checking to see if he could get me a weekend appointment and he has just phoned to say he has managed to grab a cancellation and has booked me an engineer for Saturday morning... this is much more like it, fingers crossed the problem can be solved Saturday.
on 13-10-2011 10:40 PM
Glad to hear it, let us know how it all goes on Saturday
on 06-12-2012 02:23 PM
Yes i have same problem, but not good news i have gone through the prosses you have 4 times had bt round 3 times then they didnt turn up the 4th time.
Spoke to over 20 sky operators and have been lied to , hung up on, and told to call back too many times to count.
The worst move you ever made was to change from VIRGIN to sky.
Just too let you know I have the same problem still and its still not fixed.