topic Re: No internet/ broadband in Broadband

No internet/ broadband

Anonymous — Wed, 12 Nov 2025 20:28:34 GMT

Hi, I had City Fibre installed today. ONT all lights are on (green). Existing sky broadband router connected with new ethernet provided by Sky prior to the installation today. I have power on the router along with WiFi. No broadband. So no TV as on Sky Glass and no heating. Called Sky three times today since installation was completed at 1.30pm. Third call handler was helpful, advised that there is a fault but appears external and can take up to 72 hrs for an engineer overview. This is appalling service and has caused a lot of disruption to our home. I wish I hadn't bothered at all. This is not worth the hassle. Since my last call to Sky at 4pm I've received no further correspondence so I am not confident that this is being acknowledged.

Re: No internet/ broadband

Daniel0210 — Wed, 12 Nov 2025 20:33:20 GMT

@Anonymous

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in about 85+% of cases.

Re: No internet/ broadband

Anonymous — Wed, 12 Nov 2025 20:40:55 GMT

Thank you for your reply. I hope that it does get rectified within two days.

Re: No internet/ broadband

JimM1 — Wed, 12 Nov 2025 22:56:40 GMT

@Anonymous If indeed you do have a CF CityFibre connection to the sky Hub, has it ever worked in the slightest, also assume that your old fttc connection does not work, have you tried plugging back into the OR Openreach Master Socket Line?

Re: No internet/ broadband

Anonymous — Thu, 13 Nov 2025 06:39:21 GMT

Thanks your reply. If the situation remains the same later today, I will try this.

Re: No internet/ broadband

Anonymous — Fri, 14 Nov 2025 21:14:32 GMT

@JimM1