topic Re: Internet down again in Broadband

Internet down again

Down5y7 — Sat, 15 Nov 2025 14:07:06 GMT

Hi,

Messages a while back due to my internet dropping, this never happened with any previous providers. I can only get as far as booking an engineer with help, but I know that's not going to help! The last time it was down I managed to catch an openreach engineer who had been called by another customer and he advised there was nothing he could do, it was down to a network card? Inside the cabinet that needed to be reset remotely by sky! As soon as he requested that it was back working in 20 mins!

Is there a way we can skip the wait and just get to whoever it is that can reset this card inside the cabinet?! It happens far too frequently and we need to have internet in our house for medical purposes!

Thanks for any assistance.

Re: Internet down again

Daniel0210 — Sat, 15 Nov 2025 14:16:14 GMT

@Down5y7

No. Any faults must be reported to your ISP (Sky) who will pass the fault to Openreach for investigation and a fix.

Re: Internet down again

Down5y7 — Sat, 15 Nov 2025 14:21:38 GMT

Thanks Daniel,

That's fair enough, however booking an engineer for 4 days time isn't a very good solution, the problem will be gone by this time, all I wanted was for openreach to be informed and to carry out the necessary work today.

Re: Internet down again

Daniel0210 — Sat, 15 Nov 2025 14:25:20 GMT

@Down5y7 wrote:

all I wanted was for openreach to be informed and to carry out the necessary work today.

@Down5y7

That won't happen and is unrealistic.

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: Internet down again

TimmyBGood — Sat, 15 Nov 2025 14:25:32 GMT

@Down5y7 wrote:

all I wanted was for openreach to be informed and to carry out the necessary work today.

Openreach doesn't carry out domestic broadband support at weekends. No such connection should be relied upon for medical infrastructure.

Re: Internet down again

Down5y7 — Sat, 15 Nov 2025 14:28:45 GMT

Thanks Timmy, fortunately I never said we relied on it 👍🏻 however having had zero drop outs prior to Sky, it's rather disappointing 😃 constantly not receiving a service I'm paying for.