Sky Fibre Ultrafast Plus outage - LOS light is red - Engineer absent

[thelegend85]

Hi all,

We lost our Sky Fibre Ultrafast Plus connection on Friday evening - red LOS light on ONT box. Tried re-connecting and cycling power no no avail. Tried re-booting router with same result. Contacted Sky and arranged an Openreach engineer visit for 1-6pm today - no one turned up. Have used over 20GB of extra mobile data over weekend as there are four of us in the household (can I get compensation / got Broadband Boost?). Have heard through local school there may be 50+ houses locally with the same problem (CM12), all losing connection on Friday so just checking in to see if anyone has had the same problem or any additional advice?

Regards...

Nick

[Greenfingers001]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 🙂

[jamesn123]

@thelegend85 

You should be entitled to £8.06 per day compensation once your service has been down for 2 full working days.

You should also be entitled to £25.18 for the engineer not turning up for your appointment.

https://www.sky.com/help/articles/auto-compensation

[jaybee7]

did this get fixed? Same issue here, the LOS light has been lit for over 24 hours. Openreach engineer visited today and mentioned that multiple properties in the area had reported the same issue, they checked the line and found a fault past the 'splitter?' so needed to escalate, then they disappeared.

I spent 85 minutes on hold to Sky CS just to be told that Openreach are forecasting 5 working days to fix! 

[jaybee7]

Could I request that this gets escalated to Customer Service chat please? it was tech support that I spoke to about this earlier, not CS, and they were very unhelpful. Thanks

[jamesn123]

@jaybee7 

The forum escalation is here for us to use when users are in need of assistance and dont have another option. From what you've just told us your issue is not just your individual line and Openreach are aware of the issue and looking into it so nothing further can be done. 

[jaybee7]

Okay thanks, I was hoping there was some kind of escalation into Openreach via Sky customer services, 7 working days without internet isn't something I can really manage, and I didn't fancy another 85 minutes on hold on the phone. I'll join the queue 

[jaybee7]

There's not actually any difference between the first post in this thread, which was escalated with no question, and my identical issue which apparently doesn't qualify. Multiple houses affected, Openreach aware (an engineer did turn up at my property, for 2 minutes, then vanished to look elsewhere). 

There's no issues reported in my area via the health check in the MySky app, or on the Openreach outages map, all I've had is a long wait on the phone to be told by a tech support guy that he 'thinks' Openreach will take 5 days to fix the issue, no notification etc, if it wasn't for me calling then I'd still be waiting for the engineer to come back 8 hours later to update me as to why my broadband has gone.

I'd really appreciate the support of the Sky CS team with this matter, please.

[jaybee7]

@Greenfingers001

@Lisa-P1987

@cookiemonsteruk 

Hi, Can you assist with this please?

[Mr+Flibbles+86]

Hi there. Customer services and technical support are the same thing so through messaging we can only do the same as the advisers on the phone. As openreach are aware of the issue and working to get it resolved there isn't anything further that we can do through messaging.

[jaybee7]

I reported the issue 2 days ago to Sky, the Openreach engineer briefly attended yesterday but I've had no feedback since, my Orders page on my Sky account just says that I have an engineer booked, for yesterday.

If I hadn't spent 85 minutes in a phone queue yesterday evening and had a very non-commital, information-light talk with a tech support person I would have no idea why my internet and phone line are completely dead. The My Sky app shows no issues in the area. The engineer said the report just states that  Oepnreach are waiting for an engineer to be assigned. This all needs sorting out and chasing, and a message should have been sent out to affected customers telling them what to expect.

I need to know what can be done, how long this will be an issue for, can I have a sim-based modem while its down etc. It's unacceptable that a vital service like this stops working and the response from the provider is 'we don't know' isn't it?

[TimmyBGood]

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@jaybee7 wrote:

can I have a sim-based modem while its down etc.

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Unlike BT, Sky choose not to offer that service, presumably to bring their typical subscription cost in below BTs.

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@jaybee7 wrote:

It's unacceptable that a vital service like this stops working and the response from the provider is 'we don't know' isn't it?

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Unfortunately while it may be 'vital' to its users, broadband is not currently regulated as an essential utility.

[jaybee7]

I've got Broadband Boost which supposedly 'runs daily checks on my line', if that's the case should this Service Status not be showing that there's an issue, considering my line is completely dead?

This is my concern, other than me making the call yesterday there's nothing anywhere to acknowledge that there's a fault and that it's being rectified.

I've been happy with Sky up to this point, never having had the need to contact them for any problems. Turns out when you do need support it very quickly becomes 'not their problem.

 

[TimmyBGood]

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@jaybee7 wrote:

I've got Broadband Boost which supposedly 'runs daily checks on my line', if that's the case should this Service Status not be showing that there's an issue, considering my line is completely dead?

The product description for Broadband Boost existed before Sky started reselling FTTP, and I'd suggest it's unclear (and probably unlikely) that the 'daily line checks' actually apply to full fibre: we've always assumed that the 'check' is just to read the figure for inbound speed at the Hub and compare this with the Guaranteed Minimum figure held against the address, but for FTTP a Sky Hub always reports 0Kbs so that wouldn't be possible.

[jaybee7]

Oh good, so I can add mis-selling products to my list of reasons for leaving Sky! 🙂

Openreach are refusing to tell me what the problem is, they've said they've updated Sky today on the fault and timescales for fixes via their messenger service. Sky are saying no they haven't, the job hasn't been updated on their system since yesterday afternoon.

I'm genuinely shocked at how badly this is being managed.