topic Ongoing Problem > Engineer called > never updated > no date > been going on for weeks in Broadband

Ongoing Problem > Engineer called > never updated > no date > been going on for weeks

sarahox — Wed, 14 Feb 2024 11:05:06 GMT

Our broadband connection drops throughout the day and our speed is well below the guaranteed.

We have had a notification that there is a problem that Open Reach needs to fix outside of our home.

The original report says that this will be fixed within 2-5 days - yet it has been way longer than this and there is still no date for this to be actioned.

How do we get someone to chase this - there doesnt seem to be a way. We are stuck paying for a poor service and cant get any support.

Re: Ongoing Problem > Engineer called > never updated > no date > been going on for week

Chrisee — Wed, 14 Feb 2024 11:28:29 GMT

@sarahox if you are using a standard copper line for broadband there is little Sky can do to force Openreach to do anything. If the connection test in the My Sky app shows the speed to the hub is below the guarantee and it cannot be fixed Sky will release you from your contract.

However that is not much help if you switch to a supplier who is going to use the same line. Openreach seem increasingly unwilling to improve the copper network as they switch to full fibre. If you post your hub's stats forum members maybe able to suggest something. See Find your Sky Broadband router statistics

Re: Ongoing Problem > Engineer called > never updated > no date > been going on for week

sarahox — Wed, 14 Feb 2024 17:04:36 GMT

Oddly even though the appointment still shows as no date set, the engineer turned up at my door this afternoon. They have fixed a fault at the box and he says normal service is resumed but I will monitor performance. Thank you for the advice, I think we are almost out of contract now so might need to look at alternative options.