Restrictions not lifted after bill payment

[Sparklymommy]

I paid my bill a week ago, tv and telephone line are now unrestricted, but my internet broadband still has the orange light. 

on Thursday an engineer visited and said Openreach still have the account on restricted so he escalated to have Sky reverse the restriction, saying it could take 3 days. Sky then said that their was a fault with our hub and sent out a new one, which has arrived today, still the orange light and no internet connection. Telephoned Sky again who are ADAMANT there is a fault on the line, but the telephone is working perfectly, and the engineer who visited on Thursday tested the line and said it was fine. It's just in need of a switch being flicked at Sky. Now they have booked ANOTHER engineer visit for tomorrow. I am going out of my mind as I have an autistic 9 year old who uses the internet to access her apps to regulate herself and she's been extremely dysregulated for a week now. 

HOW do I get Sky to flick the correct switch and turn back on our broadband?! It's really not funny any more and I feel like we are going around in circles. 

[Mark39]

Just in case it's the cause - have you re-setup your monthly direct debit or card payment?

[caesarome]

@Sparklymommy 

I take it you have reset up your monthly payment method, if so you could fill in this form to register a complaint:

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

[Sparklymommy]

Yes we have reset the monthly payment up, but funnily enough on the app it says a payment method is not set up. But when I spoke to a Sky rep she said she can see we have set a continuous payment method up. 

[Sparklymommy]

I have submitted a complaint, as I really don't think it should be this difficult, especially as I have already told them, several times, what needs to be done. 

[Mark39]

If it were as easy as 'flicking a switch' Sky would have done it. If they're convinced there's a fault, it's because that's what the line tests they run when a customer reports a fault have identified.

[Sparklymommy]

I accept it may not be as simple as I am making it sound, BUT, as a Sky engineer has already been to the property and tested the line and found no fault, but HAS found that Sky has not efficiently informed Openreach that the restrictions should have been lifted I believe I am perfectly within my rights to be somewhat miffed at still being without working internet.

[Tanya29]

Yes I have 

[Tanya29]

I'm having this issue as well but mine isn't the tele not internet 

[Sparklymommy]

So I was on the telephone to a sky rep last night for 45 minutes. He insisted that there was still a fault on our line and we required yet another Openreach engineer visit, promised to telephone me with an update this evening after Openreach had been. 

he has just telephoned me, but with the wrong account details in front of him, and apparently doesn't remember speaking to me last night (possibly a different rep?! Sounds the same though!). I am fast losing confidence in Sky as a company. Openreach came out and said there is no fault on the line, Sky need to re-instate the broadband at their end, and this should not take 72 hours. 

my autistic nine year old is so dysregulated and I cannot access a lot of my devices (Alexa etc) or on demand tv services due to having now had no broadband connection for over a week, and I'm still being told 72hours. I genuinely want to cry. It should not be this difficult! 

[Sparklymommy]

Have been without broadband now for over a week. We were told on Thursday that it could 72 hours for our broadband restriction to be lifted. On Monday an Openreach engineer visited to fix a fault on the line, but was again told up to 72 hours for the internet to be reinstated. 

when I phoned to complain last night I was told there is still a fault on the line and another visit was required. So this morning another Openreach engineer visited, and said no there's no fault, sky need to reinstate the broadband connection. The advisor I spoke to last night for nearly an hour said he would phone with an update today. He has just phoned, and clearly had my phone number on the wrong case notes and apparently doesn't remember speaking to me last night and thought he was making a follow up call to a customer who hasn't received equipment sent out. 

My confidence in Sky, whom I have been a loyal customer of for over five years, is waning rapidly. I have an autistic 9 year old who is beside herself because she cannot access the internet. How do I speak to someone who knows what they are doing?! 

[Daniel0210]

@Sparklymommy 

I've moved your latest post into your main thread. There's no need for a new one.