No landline, slow broadband

[Greenfingers001]

Update:

Spoke with @cello1901  and line checks picking up on external fault, another Openreach external visit booked, please re escalate should issue re ocur

Thanks again for the escalation i hope you all have a great afternoon 👍

[cello1901]

No contact from Openreach as yet.

Although we haven't had a total loss of service, what we have had for the last week has been unusable.  We can't work from home, have no confidence that online banking transactions and credit card purchases will complete and can't stream TV.  The outages are sporadic and very disruptive.  When we do have service, the speeds fluctuate sometimes as low as 1Mbps/0.1Mbps which causes timeouts on webpages and connections.

This page hasn't changed since Friday and 'Completed - Coming soon' doesn't make sense to me.

Seems that Openreach mustn't work weekends so hopefully this coming week will see this resolved.

[Mark39]

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@cello1901 wrote:

Seems that Openreach mustn't work weekends so hopefully this coming week will see this resolved.

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i,think that's right. Perhaps sometimes on a Saturday but not generally.

[Lisa-P1987]

Yes, Unfortunately Openreach do not do any work over the weekend for any provider other than BT. 

[cello1901]

No contact from Openreach yet and the Order Tracking page hasn't been updated.  Is there any way this can be escalated?  Broadband is dropping and coming back literally every few minutes and the best we're getting is about 2Mbps this morning.  We've had to buy additional IT equipment at the weekend to enable my wife to work remotely from a different location.  I know there are bigger issues going on in the world but this is incredibly disruptive for us!

[Daniel0210]

@cello1901 

This is technically day 1. Openreach aim to deal with faults in 3-5 working days. Nothing can be escalated to Openreach. This may take longer if permission has to be obtained to dig up the road/pavement and wfh does not afford a quicker response.

[cello1901]

@Daniel0210 The problem was first reported to Openreach last Tuesday.  The call Sky raised with them at that point has not been resolved and should not be closed (although probably has been).  I'm not using wfh as a reason for the call to be escalated, just the fact that we haven't had a meaningful response from Openreach in a week.

[Daniel0210]

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@Greenfingers001 wrote:

Update:

Spoke with @cello1901  and line checks picking up on external fault, another Openreach external visit booked, please re escalate should issue re ocur

Thanks again for the escalation i hope you all have a great afternoon 👍

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@cello1901 

The first fault was passed to OR on the 17th and the response was a socket replaced on the 19th which was pretty quick really. That job was probably then closed. The above referral to Openreach was made by Sky on the 20th so for that job today is day 1. I'm afraid you'll just have to be patient. Sky have no control over Openreach's workloads or job allocations. 

[cello1901]

@Daniel0210, yes OR were pretty quick at sending someone out but unfortunately he had no idea why he was here and according to Sky should never have been in the house.  He asked me if I wanted him to replace the socket so it was a 'let's try it and see' approach.  I'm still confused why this seemed to fix the landline and BB issues temporarily (perhaps someone can answer that).  I don't think I'm being unreasonable expecting this to be prioritised,  but you are saying that OR (based on a technicality) should have until this Friday to fix this which would mean two weeks without a usable service and in the meantime I should be patient.  It would seem (again on a technicality) that I shouldn't be compensated for the loss of a usable service.   I'm well aware that this is not Sky's fault and they have been as helpful as they can be and really apologetic.  However since my contract is with them and I cannot contact OR directly all I can do is keep this post updated as I have been asked.  In the end it is up to Sky to negiotate reasonable response times and escalations with OR for the benefit of their customers.  It's not good for any company to have customers who are not only paying for a service which isn't being provided but who are also being severely inconvenienced in the process.

[Mark39]

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@cello1901 wrote:

 In the end it is up to Sky to negiotate reasonable response times and escalations with OR for the benefit of their customers.

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Actually it's not. Openreach dictate the terms of the service they will provide to all service providers. The service providers have no say in the matter.

All Sky, or any other service provider can do is do is apologise.

[cello1901]

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@Mark39 wrote:

All Sky, or any other service provider can do is do is apologise.

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Would it not be possible to give customers free mobile broadband during extended downtimes such as ours?  This would provide continuity of service to match the continuity of payments we are making.

[Mark39]

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@cello1901 wrote:

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@Mark39 wrote:

All Sky, or any other service provider can do is do is apologise.

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Would it not be possible to give customers free mobile broadband during extended downtimes such as ours?  This would provide continuity of service to match the continuity of payments we are making.

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It might be possible, but it would doubtless involve an additional cost to Sky which would be passed on to customers, probably in the form of increased subscription costs.

[TimmyBGood]

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@cello1901 wrote:

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@Mark39 wrote:

All Sky, or any other service provider can do is do is apologise.

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Would it not be possible to give customers free mobile broadband during extended downtimes such as ours?  This would provide continuity of service to match the continuity of payments we are making.

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Sky may well have to offer cellular failover in a future product (perhaps with a new Hub model) to compete with BT Halo 3+.  It's interesting that Sky Business Broadband does have such an option.

[cello1901]

Order tracking on my account shows nothing now and the issue isn't fixed.

At lunchtime, only the engineer investigation was shown but no date had yet been allocated.

Should another call be logged for this?

[cello1901]

Could someone from Sky please get in touch to let me know that this is still a live fault with Openreach?