Hi all,
Just wanted to share my ongoing (and extremely frustrating) experience with Sky broadband in the hopes that someone can help — or at least so others are aware of what’s been happening.
We’ve now been without proper broadband for 16 days. It all started on 29th March with really slow speeds. We contacted Sky, were told to reset the router… and from there, we lost the connection completely.
After calling Sky again, some tests were done and it was confirmed that the line was fluctuating and unstable. We were told an Openreach engineer would be arranged to check the external line and that we didn’t need to be home. The appointment showed up under our orders, but the date just said “To Be Confirmed” and stayed like that until 2nd April, when we chased Sky again.
At that point, we were told the engineer did need access to the property, so another visit was scheduled for 7th April. The Openreach engineer came, checked the external box and the property, and concluded the issue was either with the Sky router or the pole outside, which he couldn’t deal with since a cherry picker was needed.
Sky then suggested sending their own engineer to speed things up and confirm if the router was the problem. That visit happened on 9th April — he replaced the MK4 Openreach faceplate (again — second time), confirmed it wasn’t the router, and said the issue was with Openreach and the pole, and that a cherry picker needed to be arranged. I asked him specifically to communicate this back clearly to Openreach.
We were told that a cherry picker would come on Friday 11th April.
Well… on Friday we opened the door to another engineer — no cherry picker, completely uninformed, who proceeded to check the router AGAIN (despite it already being ruled out multiple times). The engineer confirmed the issue was definitely with the pole and promised to escalate it and arrange the proper team with a cherry picker for Friday (same day), Saturday or Monday.
I called Sky again on Friday 11th to express how disappointing this was. The rep told me the cherry picker was now scheduled for Monday 14th April.
Today’s the 14th. Guess what? No engineer. Instead, I get a text from “NOW” (Openreach.. I suppose) telling me to Openreach needs to attend the property and need to schedule an appointment — despite being told multiple times that no one needed to be home for a cherry picker visit.
Called Sky AGAIN and learned that no cherry picker appointment had even been made. Only now is someone trying to schedule one — even though we were told it was already arranged for today.
This has been:
16 days without broadband
Multiple miscommunications
Repeated visits that achieved nothing
Empty promises from customer service (including one on Friday 11th at 6:28pm that is likely recorded — and completely false)
A lot of wasted time and energy on our part
We’re paying for a service we haven’t had for nearly 3 weeks. At this point we feel completely let down, and honestly, lied to.
Has anyone else experienced something similar? Is there any actual escalation path that works? We just want the fault fixed and some accountability for how badly this has been handled.
Thanks for reading.
