Broadband down again for the past week

[GakOid]

Hi,

My broadband has now been down over a week. I've tied phoning, and they've said I've got an engineer coming on the 20th, but that's to install SkyQ. They told me that they'll be able to sort my broadband out, is that correct?

And I can't make any other appointments as the My Orders page on the Sky App has been broken since the Sky site went down for maintenance last week.

I don't know if it was a coincidence, but my broadband went down the same evening (at around 12:30am) as when Sky were doing some big upgrades in the Midlands (according to the status page, it might of affected me in London).

I've tried all the checking the cables, etc, and even changing the wire from the hub to the outlet.

My hub has three lights on it (Power, Internet, WiFi). Only the Power and WiFi lights are static. The Internet one flickers orange like it's trying to connect, but doesn't.

I'm eating up mobile data at the moment, and I really need my broadband back up.

[mae-3]

@GakOid 

When the orange light is blinking and does not turn green it means there is usually a broadband line fault that needs addressing by an Openreach engineer.

Sky is contractually obliged to inform Openreach of the fault and you are due compensation from the point it is reported by phone to Sky, as you have been unable to contact Sky then that compensation for loss of service doesn't apply until they know the facts that you have a complete lose of service/ which you do.

Recommend you attempt to contact Sky by phone and stay on the phone until they pick up. And I suggest you don't order anything else until that service is restored as you'll only be throwing money at a service that isn't being provided.

[GakOid]

They haven't even mentioned anything like that. Everytime I ring up, I get through to an Indian call centre with someone who sounds like they're talking a mile from the speaker, tell me to run through all the wire checks, which I've already done, and say I have to wait until the 20th when the SkyQ engineer is coming, even though they probably won't be able to do anything.

Another thing, when running the checks through the Sky App, they also tell me that I have an appointed already booked, but that's the SkyQ engineer.

It's actually causing me distress as I can't access my MH apps because they also data which I can't afford. I feel like Sky are just running me around in circles without giving me any solutions at this point.

I have a second engineer visit booked for (I think) the 28th to install fibre, but that's too long a wait, espcially when I'm paying for a service as well as extra data.

[TimmyBGood]

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@GakOid wrote:

 they've said I've got an engineer coming on the 20th, but that's to install SkyQ. They told me that they'll be able to sort my broadband out, is that correct?

For information: it isn't the job of a Q installer to resolve internet issues, and they almost certainly won't be trained or equipped to do so, nor are they allocated the time for such a task.

[GakOid]

@TimmyBGood That's what I thought, but the person on the phone was adamant that I couldn't book another engineer to come until the first engineer (SkyQ) had come out. I'd rather delay SkyQ and get a broadband engineer out, but they said the next appointment was the 26th, two days before Sky Fibre is installed.

[TimmyBGood]

@GakOid 

If your current internet service is through Sky and you ordered an upgrade to FTTP, unfortunately it's not unknown for the copper to be cut off prior to the optical installation.