topic Re: No broadband for 17 days since we joined Sky in Archive

No broadband for 17 days since we joined Sky

Oliver32 — Mon, 27 Sep 2021 21:27:14 GMT

We recently purchased Sky Broadband. On 11th September, Sky disconnected our old provider but have been unable to connect us since then. We are now 17 days without broadband or phone. Nobody has called to our house to connect us. I submitted a complaint to Sky complaints, but 5 days later they closed our complaint even though the issue was not resolved.

Re: No broadband for 17 days since we joined Sky

Daniel0210 — Tue, 28 Sep 2021 05:12:51 GMT

@Oliver32 Have you had any feedback at all as to why they have been unable to connect you? Have you another means of calling Sky and asking if they can chase up Openreach?

Re: No broadband for 17 days since we joined Sky

Chrisee — Tue, 28 Sep 2021 05:59:00 GMT

@Oliver32 all of the work with switching isps is done by Openreach. What might have happened in your case is the cabinet your line connects to is full with a waiting list for connections. When Openreach disconnected your old connection it would have been used for the first customer in the queue and you will have joined the queue at the back so are waiting for a connection to come free. I know this sounds weird but that is how Openreach works.

I am escalating your post to Sky so the team of agents who support the forum will invite you on to a private chat through the forum where a blue chat button appears. They should be able to tell you exactly what Openreach have told them.

You can also check yourself by doing a search here https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome by entering your full address. If I am right to the right of the lines for VDSL it should say "waiting" rather than "available". You will be due compensation of £5 per day once you are finally connected but there is very little that can be done except wait.

Re: No broadband for 17 days since we joined Sky

Oliver32 — Tue, 28 Sep 2021 08:38:28 GMT

I am in Ireland so I don't think Openreach is here. Nobody in Sky knows what ti do.

Re: No broadband for 17 days since we joined Sky

Oliver32 — Tue, 28 Sep 2021 08:41:23 GMT

I am in Ireland and there is no Openreach here. Sky have no idea how to connect us and they have abandoned us.

Re: No broadband for 17 days since we joined Sky

GD1 — Tue, 28 Sep 2021 08:42:40 GMT

@Oliver32 It would be Eircom? I'm not familiar with the setup but would presume it's similar to the UK.

Re: No broadband for 17 days since we joined Sky

Oliver32 — Tue, 28 Sep 2021 08:47:45 GMT

Yes, Eir own the lines. Sky had to contact Eir , as Sky couldn't connect us and booked an Eir crew to come out twice and they never turned up both times.

Re: No broadband for 17 days since we joined Sky

Daniel0210 — Tue, 28 Sep 2021 09:04:26 GMT

@Oliver32 Then Sky need to get an update from Eircom as to the reason for the delay. Now your post is escalated to Sky you should get an update.

Re: No broadband for 17 days since we joined Sky

Oliver32 — Tue, 28 Sep 2021 09:24:38 GMT

It has already been escalated to the highest level supposedly but that has made no difference. They still never showed up when they were booked to come on Friday, then again on Monday, after it was escalated to the highest level.

Re: No broadband for 17 days since we joined Sky

TimmyBGood — Tue, 28 Sep 2021 09:41:58 GMT

@Oliver32 wrote:

They still never showed up when they were booked to come on Friday, then again on Monday, after it was escalated to the highest level.

As with Openreach, actual attendance of personnel is affected by events: at least Eircom can probably get diesel for their vans...

Re: No broadband for 17 days since we joined Sky

Oliver32 — Tue, 28 Sep 2021 16:47:55 GMT

Another day over. Still nobody from Sky can tell us when anyone will call to fix our broadband. 18 days without broadband now and no end in sight. Nobody has called to us in this time. I'm supposed to be working from home but this is impossible in this situation. I must admit defeat.

Re: No broadband for 17 days since we joined Sky

Chrisee — Tue, 28 Sep 2021 18:41:21 GMT

@Oliver32 all you can do is chase Sky Ireland who will chase EiRcom this isnt something the forum can help with unfortunately.