topic Re: No internet, engineer never visited. in Broadband

No internet, engineer never visited.

Sunday2 — Wed, 24 Jul 2024 21:19:53 GMT

Hello,

i recently joined sky and installed the hub on the activation day (22nd July). The power and wifi lights are green but internet and talk are blank. Occasionally the internet light will flash orange for a few times and then go back to off.

I have tried everything sky says on their advice section but nothing works. I also booked an engineer to come and fix it today, stayed in all day, and nobody came.

When I ring the number they gave me it forwards me to a robot who just tries to book another engineer, without acknowledging that I never received a visit.

I am quite upset at the lack of accessibility to customer service and was wondering if anyone had any advice for what I could do? I need the internet for work and am charging a lot of money in using my hotspot from my phone.

Re: No internet, engineer never visited.

Sunday2 — Wed, 24 Jul 2024 21:21:05 GMT

Aplogies I meant 'voice' not talk light.

Re: No internet, engineer never visited.

caesarome — Wed, 24 Jul 2024 21:25:01 GMT

@Sunday2 wrote:

I also booked an engineer to come and fix it today, stayed in all day, and nobody came.

Were you told the engineer was due to visit you as they would only do this if the fault was inside of your property as usually if the fault was outside somewhere then they wouldn't need to come to your home.

Re: No internet, engineer never visited.

Sunday2 — Wed, 24 Jul 2024 21:26:42 GMT

I was told I had to stay inside the house between 1-6pm for them, and I was required to notify them how to accessy property.

Re: No internet, engineer never visited.

Sunday2 — Wed, 24 Jul 2024 21:28:30 GMT

I then received this text:

Hi, apologies there is a delay in fixing your fault and we need your help to resolve it. Please call us on 03442 41 41 [four one] to speak to one of our experts.

Which I rang but it was a robotic phonecall which was only telling me to book a engineer visit.

Re: No internet, engineer never visited.

caesarome — Wed, 24 Jul 2024 21:28:53 GMT

Does anything appear here via your account:

https://www.sky.com/ordertracking

Re: No internet, engineer never visited.

Sunday2 — Wed, 24 Jul 2024 21:29:47 GMT

Yes, it says Engineer Visit - Completed

Re: No internet, engineer never visited.

caesarome — Wed, 24 Jul 2024 21:34:09 GMT

And I presume this hasn't been fixed at all, if not you will need to get in contact with Sky again.

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Say No when asked if you want a text or to go online then stay on the line.

Re: No internet, engineer never visited.

Sunday2 — Wed, 24 Jul 2024 21:34:57 GMT

Thank you, I will give that a go.