4 weeks to wait for an engineer to call to my house to fix broadband & TV issue - what a joke.

[NCDUser]

Joined Sky in November fron Virgin. Everything was okay until Christmas day when the broadband stopped working and that stopped my TV from working aswell. So I have no broadband or TV since christmas day and told it will be nearly 4 weeks for an engineer to arrive and fix the issue. What a joke. As soon as I can get out of this contract and back to Virgin the better.

[TimmyBGood]

@NCDUser 

Sky Stream doesn't have 'engineers', so presumably it's a broadband appointment you are waiting for.  Even at this time of year that's an unacceptable delay, so I'd suggest calling back.

Was any indication of where the fault is?  The Openreach target for domestic broadband resolution is two working days.

[NCDUser]

Thanks. They have said it is a problem in the house and that seems to be where the delay is. Nothing has changed in the house and it was only installed in November. 

The alarm LED is red on the Nokia box. Did all the troubleshooting with their tech support. I'm waiting to see if anyone else in the area has the same problem but I don't think there are many SKY stream users close to my house.

To me it sounds like they are buying time by saying the issue is in the house.

[mikealanr]

Hi @NCDUser 

For clarity sky Stream works on any broadband connection. If you are saying a red light on your Nokia box, this would be the ONT for your fiber connection. Therefore Openreach is required as advised.

Sky will be more accurately be trying see if there are other broadband customers on your exchange having issues. Not Sky stream specifically.

If you have a 5G /4G connection you can temporarily pair this to your stream box to get TV service. However you need a minimum of 30Mbps. Do this by resetting your network as per info here: https://www.sky.com/help/articles/sky-glass-no-wifi-connection-osm

MikeAlanR

[GD1]

@NCDUser  Post moved to correct board for Broadband related issues

[NCDUser]

Thanks for taking the time to reply. I'm hoping I can find other users around me who have the same problem and then I'll have a better chance of getting it sorted quicker. 

I'll give the TV option a try.

Thanks again.

[TimmyBGood]

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@NCDUser wrote:

The alarm LED is red on the Nokia box. 

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That's most likely to be an external fault in the optical circuit, and should be addressed by the network maintainer rather than Sky.

[SkylerBurden]

I would also advise raising a complaint to express your dissatisfaction at that extremely unreasonable wait time for an engineer

https://www.sky.com/help/articles/how-to-make-a-complaint#email-us-only

4 weeks is unacceptable in my view

[NCDUser]

Oh yes. I have the complaint in already! They did say they wouldn't charge me for the outtage time but I need a reliable service to be able to work from home.

Thanks again.

[TimmyBGood]

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@NCDUser wrote:

 I need a reliable service to be able to work from home.

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Unfortunately that's not a particularly good argument when using a domestic broadband subscription: WFH doesn't bring any additional priority.   Four weeks is just an unacceptable time when compared with the standard two working day time to fix target, and presumably comes from Sky booking their own personnel rather than Openreach (or the equivalent in RoI)

[NCDUser]

Yep. I'll be back onto them on Friday.

If there's any update I'll let you guys know.

Thanks for your replies.