Broadband down. Please help.

[TimmyBGood]

---

@Norffas wrote:

the red "LOS" light is on the open reach box and the PORT light has gone out.  

---

LOS is 'loss of signal', as in no usable light is reaching the ONT.  That's almost always an external fault: there's nothing a subscriber can do other than reseat the green optical jack and power-cycle the ONT.

[Norffas]

@TimmyBGood  Thank you.  

when I've looked at the green optical cable, it looks slightly frayed/damaged.  Not sure if this would have any bearing on the fault.

 I've only had sky broadband about 10 months or so and no major issues until now.  

[TimmyBGood]

---

@Norffas wrote:

when I've looked at the green optical cable, it looks slightly frayed/damaged.  Not sure if this would have any bearing on the fault.

---

Well, cable integrity is critical to optical transit, so that's certainly possible.  Unlike electrical signalling over copper, which can often degrade with speed loss but keep going to some extent, light transmission/reception over fibre-optic typically either works or doesn't.

[Lisa-P1987]

I understand 🙂 

So your Sky TV should still work then as the signal comes via dish not internet. The only thing you might not have access to is the On Demand facility to download content, but as this is a free service and not something you pay additional subscription for, you wouldn't get any compensation for it as you still have the ability to use your subscription as intended for watching live tv, recording and playback etc. 

[Norffas]

@Lisa-P1987 

thank you.  I only checked it once yday and it says something like "not receiving satellite signal" so presumed it was also affected and left it alone.  

[Lisa-P1987]

Satellite Signal is completely separate to your internet. 

https://www.sky.com/help/diagnostics/no-satellite-signal/no-satellite-signal-screen-skyq

The above link has all the steps you need for No Sat Signal issues. If you continue to have issues after you have followed these steps, then you may need a TV engineer to come out and check. 

You do get auto compensation for the TV too but only from the time it is reported to us so you need to follow through with the link to the end point and if it requires an engineer it will report this and allow you to book it. This will initiate the auto compensation process for the TV side as well. 

[Norffas]

Hi, does anyone know if there's a way to get an ETA on an engineer appointment today? I feel like I am sitting here waiting & the person even going to show up at this rate

So stressful 🙁

[Daniel0210]

@Norffas 

Sometimes the Sky/Openreach engineer will ring when they are on their way but it's not written in stone that they have to. If they have given you a set appointment period they would expect someone to be in. 

[Norffas]

@Daniel0210  thank you for replying.

I will be at home. I just feel like I'm waiting and worrying that they won't show up. It's my third day without any Internet and I'm trying to work from home using my phone as a hotspot which is just proving a nightmare. 

Thanks again for your help. 

[jamesn123]

---

@Norffas wrote:

I presume I will be reimbursed for the lack of service ? I have been without internet and sky tv since Saturday evening.   

It's a massive inconvenience for someone who relies heavily on internet for working from home 🙁

---

If your issue is fixed today by the engineer that is visiting then you wont be entitled to any compensation as your connection has to be down for 2 full working days before the compensation kicks in. 

[Norffas]

I am doubful the engineer will even turn up today nevermind fix the issue.  
Honestly so stressful 😰

[cookiemonsteruk]

@Norffas 

I have merged this with the original to make it easier to track the progress

[Norffas]

Still no sign of the engineer, no update, no phone call, nothing.

I am literally at the end of my tether with it all.

Sky say there's nothing they can do. 

It is so so stressful 😪

[Lisa-P1987]

What time is the engineer supposed to be arriving by? Did you get a set timeframe?

[Norffas]

@Lisa-P1987 

hi Lisa. 8am-1pm. 

I realise it's not quite 1 pm yet but it doesn't look likely does it?

Plus I've had absolutely no contact from the engineer at all to say they were on their way or they would be late etc 

So tomorrow will be day 4 with no  Internet.  

I'm struggling badly to work from home, my son  can't do his homework & I'm going on holiday next week I need this sorting ASAP.

I could honestly cry.