Broadband been down for 2 days so far

[ayrshirekillie]

Hi. Wondering if anyone has experienced similar. Our broadband has been down for over 48 hours now. The red LOS light is on. I have reported it to sky and was assured it would be fixed by today. As it's past close of business I highly doubt that will happen now. Tried to call back but the wait times are ridiculous. Has anyone else had a promised timescale that hasn't been met? Really unhappy with the service. The last person I spoke to on the phone a few hours ago said it was currently getting repaired as openreach were on site. I did see a van in the street next to hours but it left a couple of hours ago and still no internet

[caesarome]

Openreach aim to fix external issues like this within 2 working days so Saturday and Sunday do not count I'm afraid so you might be looking at a few more days but this is looked into and fixed by them.

[ayrshirekillie]

It's really annoying that sky customer service have misinformed in that case promising it would be resolved today

[TimmyBGood]

@ayrshirekillie 

Unfortunately they are probably misunderstanding the Openreach target which @caesarome described.  Realistically, domestic broadband doesn't cost enough to cover weekend or next day fault resolution.

[JimM1]

@ayrshirekillie LOS the (loss of signal) normally off but lights to RED when the Fibre to you has NO light on it, OR need to fix that fault and that may be why you seen an Engineer close by but then again could have been something else, or if not then maybe everyone is down, could even be back at the exchange so may have toodled off there to have a look.

If complex fault  OR just have to deal with it as the repair can be done, all off a sudden you may just light up solid green on the Pon again and everything should auto recover! sent from a Kilwinning bud!

[ayrshirekillie]

Think its just isolated. Next door is with sky and they are fine

[JimM1]

@ayrshirekillie Are you pole or underground fed for the Fibre, being next door and they are working good chance you are from the same CBT! Seen anybody recently get Fibre that's the danger time, just so easy for a clumsy installer to break a working connection! Watch my pole like a hawk when they are here, 3 on the CBT so far but there can be 8 Max with the unit! Engineer would normally quickly pop to you but could light test at your CSP if you where not about, only takes him a few seconds to see NO light on the Fibre then off he goes to the CBT and backwards from there!

[ayrshirekillie]

Pole. Its out our backdoor and feeds 4 houses. The engineer was in a different street at the cabinet

[JimM1]

@ayrshirekillie Likely he was at someone else's fttc copper connection then, your fibre cable does not touch anything inside a cabinet, may pass through the same ducts but that's about it!

You can try powering down the ONT for a few minutes, should be a power on/off pushbutton on the bottom off it, when back on if it goes RED again then it's a wait for OR to look see!

[ayrshirekillie]

Just a wee follow up. 6 days later it got fixed. Sky sent openreach to the wrong street. Ive left sky now and moved supplier. The new supplier had the issue resolved within 24 hours by sending openreach to the correct street

[JimM1]

@ayrshirekillie Did it end up being a External issue or Internal for you, always good to know what clears the LOS signal?

[ayrshirekillie]

Can only assume it was external as no one came to the house. Arrived home from work yesterday and it was working again. As far as im aware it was my new supplier that got the issue sorted as sky closed the case when it wasnt fixed. My new supplier has been superb. Sent a 4g router and unlimited sim next day free of charge and told to keep so we will never be without internet in the future on the off chance an issue arises in future. Sky basically told me tough deal with it. 25+ years with the company down the drain. Shocking customer service

[JimM1]

@ayrshirekillie As long as you are up and working, connected and back on the Internet basically that is it, always good to have the 4G back up protection few ISP's now doing so and if you can even get it on the Hub/Router better still for Auto change.👍

[ayrshirekillie]

Everything's here already for the switch over which happens on Monday. Faster speeds and £25 a month cheaper so really can't complain

[JimM1]

@ayrshirekillie Fibre changeover normally goes pretty smooth did anyway when back to Sky from EE in March!