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 · Accepted solution]

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.