topic Re: Engineer moved mastersocket - now no internet! in Broadband

Engineer moved mastersocket - now no internet!

LesleyJ1 — Sat, 17 Feb 2024 09:38:46 GMT

We paid £65 for master socket to be moved. 3 hours later internet connection started dropping, intermittently, by late evening broadband stopped working, we tried connection and reset on TV and via mobiles/router but then nothing at all, Sky automatically booked us an engineer but cant say when. I called this morn at 8 but didnt get much further. Now left with no broadband and no streaming services and a pretty unhelpful person on the phone. Very disenchanted with Sky as a service. Thought this would be a straightforward job.

Re: Engineer moved mastersocket - now no internet!

Chrisee — Sat, 17 Feb 2024 11:49:01 GMT

@LesleyJ1 unfortunately faults do happen but could easily be coincidental as it sounds like Sky have booked a line check by Openreach. That wont happen until next week as they dont work on domestic faults over the weekend.

Re: Engineer moved mastersocket - now no internet!

LesleyJ1 — Sat, 17 Feb 2024 12:20:23 GMT

Thanks Chris. I tried getting more info on that in the call. Just frustrating we can't know when someone will come to fix it and we'll be days without service.

Re: Engineer moved mastersocket - now no internet!

LesleyJ1 — Mon, 19 Feb 2024 13:20:10 GMT

We have no internet service since late Friday 16th, we have been told it could be a connection issue between the BT box outside and our master socket. I know Sky only counts working days but this more than day 3 for us without a service which has caused a fair amount of upheaval and changing of plans etc. No news yet re what the fix is or when that might be. Complaining getting us nowhere. Anyone had experience of this? Many thanks.

Re: Engineer moved mastersocket - now no internet!

TimmyBGood — Mon, 19 Feb 2024 13:27:43 GMT

@LesleyJ1 wrote:

I know Sky only counts working days

Openreach, not Sky or other ISPs (who, unlike Openreach, do work at weekends)

Re: Engineer moved mastersocket - now no internet!

jamesn123 — Mon, 19 Feb 2024 13:27:36 GMT

@LesleyJ1

Many people would have had experience like this because faults occur and they are not always fixable immediately. As @TimmyBGood has already mentioned Openreach do not work domestic faults on weekends. So depending on what time you reported your fault to Sky on Friday, Openreach may not have even cast an eye on it until this morning.

Openreach's target fix time is 2 working days after the fault is reported, so for you that would be a fix by the end of Tuesday. However this times can often slip if engineer availability is low or the fault is more complex.

Unfortunately you are just going to have to be patient, I know patience is a rare thing these days but thats just the reality. I would recommend using mobile hotspots for now.