topic Re: Intermittent broadband service in Broadband

Intermittent broadband service

KC770 — Thu, 23 May 2024 08:25:11 GMT

My dad keeps losing his broadband service for a few days at a time. No known issues but by the time an engineer attends it's back up and running so they don't find any fault. Theyve changed router and master socket but it still keeps happening. Sky have advised we'll get a call back from a specialist team in 48 hours but my dad is elderly and relies on the internet for his ring doorbell amongst other things. I'm so frustrated as it just keeps happening! Any advice on how to get this resolved or escalated would be appreciated.

Re: Intermittent broadband service

jamesn123 — Thu, 23 May 2024 09:35:19 GMT

@KC770

Unfortunately intermittent problems can take multiple visits to get the problem sorted. It might be useful to try and spot a pattern of the outages. E.g. Does it happen when it rains

Re: Intermittent broadband service

KC770 — Thu, 23 May 2024 10:38:39 GMT

No pattern at all. I understand faults happen and intermittent once's can be difficult to find. My main issue is the length of time it's taking to get an engineer (1 week) or even a call back from specialist team (48 hours) by which time the fault is likely to have rectified itself. As mentioned it's leaving a 91 year old person in a vulnerable position.

Re: Intermittent broadband service

jamesn123 — Thu, 23 May 2024 11:01:14 GMT

@KC770

An engineer should be dispatched within 2 working days once the fault is confirmed by Sky as long as Openreach have engineers available in the area. What has taken a week previously?

It may be worth having your Dad register with the accessibility team who can assist in cases like this.

https://skyaccessibility.sky/

Re: Intermittent broadband service

KC770 — Sat, 25 May 2024 07:25:53 GMT

Well it took 1 week last time and that was for a Sky engineer. He is registered with the accessibility team but it hasn't made much difference so far. I appreciate the advice though thank you

Re: Intermittent broadband service

TimmyBGood — Sat, 25 May 2024 07:54:31 GMT

@KC770 wrote:

my dad is elderly and relies on the internet for his ring doorbell amongst other things.

Realistically an intermittent fault in a copper circuit can end up being impossible to track down, and it's important to appreciate that Openreach support for such things is diminishing as they transition their network to optical infrastructure.

In parallel with continuing to get the issue resolved I'd suggest you also need to look for other technologies.

Re: Intermittent broadband service

KC770 — Sat, 25 May 2024 08:29:22 GMT

Appreciate the advice but surely it's down to Sky to sort? He's in contract so can't just swap to another provider through choice and I can't see Sky suggesting it. Maybe the cabling should be replaced.

Re: Intermittent broadband service

TimmyBGood — Sat, 25 May 2024 10:28:30 GMT

@KC770 wrote:

Maybe the cabling should be replaced.

Quite possibly, but as I said, copper is really not a priority any more.