topic Re: Lost Fibre Broadband connection in Broadband

Lost Fibre Broadband connection

RMAYSCal — Mon, 28 Oct 2024 18:12:21 GMT

Hi, we've been on holiday, returned on Saturday and no WiFi in house. Ran all the tests advised through the sky App and it says that there is a problem with the connection to our hub and that an engineer has been booked. However there are no active orders on my account and we can't find out when an engineer might be coming. How can I find out when we might expect a visit? I can see from the app that the connection was actually lost on 20 Oct, which was the day of a storm in the area.

Re: Lost Fibre Broadband connection

Chrisee — Tue, 29 Oct 2024 07:10:03 GMT

@RMAYSCal Sky should have asked Openreach to investigate tge fault, the SLA is to repair domestic lines within 2 full working days after the report which if you reported it on Saturday would be by Wednesday. They manage this roughly 80% of the time after which you get compensated see Customer Auto-Compensation | Sky Help | Sky.com

Openreach maybe already aware of acfault in your area as storms can cause significant damage if there is an area fault a job wont show on your account. However if your neighbours services are OK give Sky a call to check thecreport has gone through.

Re: Lost Fibre Broadband connection

RMAYSCal — Tue, 29 Oct 2024 10:10:12 GMT

Hi, that timeline is really helpful. What telephone number would I use to contact Sky to confirm that the report has gone through? Thanks