BN3 BROADBAND/VOICE NOT WORKING SINCE 16th

[Markbn3]

someone drove over our’green box’ in the road taking out on the 16th July our voice/broadband connection. If you look inside the tent the cabinet is heavily damaged and is lifted out of the cement.

i need broadband for work, can please give me a date for when you are expecting to have this resolved by? The sky app tells me there is a problem but gives no further info.

kind Regards

Mark Holland

[TimmyBGood]

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@Markbn3 wrote:

If you look inside the tent the cabinet is heavily damaged and is lifted out of the cement.

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Such repair is entirely the remit of Openreach.  Obviously they commit considerable resources to such a task, but it's also a very considerable challenge to remedy.  Sky won't have any more information than Openreach gives all their ISP clients.

[Markbn3]

I totally agree it's an OpenReach problem. However OpenReach is not my customer it's Skys customer. 

Surely there should be some form of dialogue going on to set expectations.

if I go in to the Sky App it says there is a problem in my area, and it normally takes two days but could be shorter. It 4 days since that message, no update, no repair crew.

why can't they just give me a timeline as I have I no idea if it will be days, weeks or months as the thing is pretty damaged. 

[Daniel0210]

@Markbn3 

We are fellow customers on here so you’re not contacting Sky Customer Services by posting on the forum.

I doubt Openreach themselves know how long the repair or replacement is going to take. All you can do is periodically contact Sky and see if they've received any updates from Openreach. Working from home isn't relevant as Sky Broadband is a domestic service. 

On a sidenote the below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates apply from 01/04/24 of £9.76 per day).

[Markbn3]

Thank you for your responses and explaining it to me - much appreciated 

[Chrisee · Accepted solution]

@Markbn3 appreciate this is frustrating but it is a common issue where Openreach are involved they give very little information to their customers like Sky who in turn cannot tell you anything useful.

Replacing a street cabinet is a complex job as several hundred lines need reconnecting and the equipment and crew who do the work are not sitting there waiting. A lot depends on which cabinet has been hit the older copper line cabinets are simpler than the companion fibre cabinets how much damage has been done and tge availability of replacement kit and the necessary crew to complete the repair.

The result is nobody can give you more than a guess how long it is before your line will be repaired no matter who is your ISP.