topic Re: Help with socket wiring in Broadband

Help with socket wiring

DCross1 — Sat, 31 Aug 2024 17:15:01 GMT

Can anyone help

whilst decorating I have knocked the broadband socket off the wall dislodging the wires. It's a BT Openreach mark 4 socket. It was connected by 2 wires for internet. There is a black one and green one. On back of socket are letters B and A I've tried both wires to each terminal and still no internet connection. Any ideas please ? Help

Re: Help with socket wiring

Highlinder — Sat, 31 Aug 2024 17:18:07 GMT

@DCross1 Do you have any way to report this to Sky? If not then can ask the messaging team to contact you if you wish?

Re: Help with socket wiring

DCross1 — Sat, 31 Aug 2024 17:19:37 GMT

I've tried online but keep going round and round in circles and no option to chat with anyone or arrange engineer

Re: Help with socket wiring

Highlinder — Sat, 31 Aug 2024 17:20:09 GMT

@DCross1 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Help with socket wiring

DCross1 — Sat, 31 Aug 2024 17:21:24 GMT

We've done that. It's not the service. I knocked the socket off the wall

Re: Help with socket wiring

Highlinder — Sat, 31 Aug 2024 18:30:29 GMT

@DCross1 If it can't connect to your router it will flag a fault with the service. As it checks the connection to the router as one of the checks. If you have done the broadband test are you able to call Sky to report this or do you want this escalated via the forum to Sky?

Re: Help with socket wiring

Anonymous — Sat, 31 Aug 2024 19:20:14 GMT

You might find this useful, although the connection is not polarity specific and should work either way round. Sounds as though something snapped when you hit the socket.

Take look at the entry for "CW1406, CW1411 & CW1417 External Dropwire Cable".

https://telephonesuk.org.uk/wiring-info/

Re: Help with socket wiring

DCross1 — Sat, 31 Aug 2024 19:36:51 GMT

Can this be escalated please to Sky as I'm stumped

Re: Help with socket wiring

DCross1 — Sat, 31 Aug 2024 19:37:52 GMT

No that is no good but thank you

Re: Help with socket wiring

Highlinder — Sat, 31 Aug 2024 19:42:03 GMT

@DCross1 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. This will be tomorrow now.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

Re: Help with socket wiring

Tom-W19 — Sun, 01 Sep 2024 09:04:08 GMT

Thanks for escalating. We've sent an invite to @DCross1.

Re: Help with socket wiring

Tom-W19 — Tue, 03 Sep 2024 09:31:35 GMT

Hi @DCross1

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: Help with socket wiring

DCross1 — Tue, 03 Sep 2024 10:50:24 GMT

Apologies had minor emergency at home. Sky have acknowledged fault on line and we've been told should be fixed by end of today. This was Sunday. So far no joy

Re: Help with socket wiring

Lisa-P1987 — Tue, 03 Sep 2024 10:52:24 GMT

Thanks for letting us know @DCross1

Re: Help with socket wiring

DCross1 — Tue, 03 Sep 2024 10:53:20 GMT

Is it possible to advise when engineer is arriving

Re: Help with socket wiring

Lisa-P1987 — Tue, 03 Sep 2024 10:55:12 GMT

Without being able to access your account, via our secure chat, we wouldn't have any info on the appointment,.

You can check the mysky app or on sky.com/ordertracking for any engineer appointments.

However if it is an external fault, it is usually 3-5 working days. But these don't need internal access to the home.

Re: Help with socket wiring

DCross1 — Tue, 03 Sep 2024 10:56:31 GMT

Thank you

Re: Help with socket wiring

DCross1 — Tue, 03 Sep 2024 17:59:06 GMT

Promised engineer visit today. Nothing!!