New telegraph pole now no phone and slow broadband

[Matilda17]

Hi all,

Today a telegraph pole was replaced which had our line on it. There was no advanced warning of this neither.

The workmen have have since cleared up and gone home.

I got home to discover that I now have no landline signal and the superfast broadband is barely working at 7mb DL and pitiful upload even though all the wiring is back in place on the new pole.

I tried calling Sky helpline who answered, put me on hold for 15 minutes and then cut me off and I couldn't get through a second time - have since given up. Twitter help has gone home early too.

Is this a Sky problem or a BT Open Reach problem - does anyone know?

[Highlinder]

@Matilda17To save you the trouble of trying to call in again, could you run the broadband test using the information below. If this does not show any faults or let you book an engineer come back and let us know.

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[Matilda17]

Thanks @Highlinder 

Unfortunatley the unhelpful message I get back (below) doesn't give me the option of an engineer.

Your broadband's slower than it should be

Our tests have found your Sky hub's receiving slower speeds than it should. It might be because of recent extreme weather in your area, such as flooding. Your speed should be back to normal within the next 7 days.

Unfortunately, an engineer visit can't make your speed any faster.

[Highlinder]

@Matilda17 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

This will show us a possible issues and enable us to point you in the right direction to get this fixed.

[Matilda17]

@Highlinder 

Here you go 🙂

[Highlinder]

@Matilda17 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. This will be tomorrow now.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Matilda17]

Great! Thank you for your help @Highlinder ... very much appreciated.

[dmy24]

Thank you for escalating this. We have sent an invite to chat 🙂 

[dmy24]

After speaking with @Matilda17 we have ran some tests and raised the issue to Openreach who should have the issue resolved in 48 hours. Thank you for escalating 🙂