Broadband down

[jennifer1620]

Hi

Everyone apologies for posting so late but I'm at a complete loss, Broadband went down early hours Saturday morning unfortunately still no sign of it working. Did all the tests but no luck. Spoke to 2 sky workers Saturday one saying other people in my away having the same issue and other saying no it's only me. Engineer is booked for Wednesday, Obviously I understand No one can give me an answer but any of you guys with a bit of experience. No Internet light but light on router and wifi light. I've tried ringing my phone line and it rings. Anyway sorry I'm going on my reason for messaging is what are the chances this is likely an external fault?  Secondly is there a chance this could be resolved before Wednesday? I understand open reach don't deal with domestic cases on weekends. Im hoping it's an issue with a terminal somewhere 

[jennifer1620]

Sorry meant to say one sky worker told me other people in my "area" having issues. Also just wanting to know whether it's likely an external issue or not and if it can be resolved at an external terminal rather than at my home address. I've read many people have had the issue resolved before the engineer even arrives.

[JimM1]

@jennifer1620 There appears to be an outage manchester area on some previous posts so no internet, but if it does not return quickly sky will know this, Your engineer should be cancelled and you can do that online on your account and if not call sky from your landline 150 and cancel. Hope its back up soon.

[MSG7396]

Issues here in Basingstoke aswell, probably the weather?

[Chrisee]

@MSG7396 I am not far from you and dont have an issue however the basic advice is to run the connection test in the My Sky app over a mobile connection if that doesnt tell you of a known fault call Sky and report the issue. 

[jennifer1620]

Update - another frustrating day. Woke up this morning to two text messages from Openreach at 7:30 saying after some investigations they believe the service has been fixed then a second message at 9:30 stating they believe they have resolved the issue but if not they will attend their appointment on Wednesday 28th. I ran the checks but still not fixed so rang Sky services and they Informed me the engineers were still looking into it and to give them a couple of hours to see if they text again and if nothing more is heard to call them back. Heard  nothing by 12 so called them back only to be told an engineer will come out on Wednesday and openreach do not work weekends so not sure who we got the messages from. Explained the error on the account now shows they cannot find the hub which was different to what it showed before and I asked if it was a case of just resetting the box which I couldn't do at the moment as I am out until about 4pm. Just got told no resetting the box won't help  its an issue with our connection at home. They went on to tell me the messages from openreach are spam and nothing more will be done until our appointment on Wednesday, so openreach won't be doing anything at all now. Checked the number I got the messages from and it did say openreach engineers. Not Happy that every time I've called Sky I am getting told something completely different and to be told I am going to be without internet for another two full days is frustrating to say the least. My partner and I work from home most of the time so to have to take time off work until Wednesday is not ideal. Not in the Manchester area where I am informed there has been issues, I an in East Anglia in the South East. Hopefully I will get some positive news before Wednesday as it seems no one is communicating with each other .

[JimM1]

@jennifer1620 Have you powered off the router during any off this time to reset?

[jennifer1620]

No I've not been at home to try it, I'm going to try as soon as I get home. Sky were  adament it won't work but I'll give it a go. I appreciate the tips. I did wonder whether it would work, has it been known to be successful? 

[JimM1]

@jennifer1620 Has been in the past and more so on the newer fttp fibre connections where the ONT gets little confused on network issues, so you never know until you try, hope you are a lucky one. If not waiting game until engineer shows.

[jennifer1620]

Well I'll give it a try and will update when I have. Fingers crossed it works. 

[MSG7396]

WiFi comes and goes, issue now with landline sound, crackling noise on both ends. Engineer coming Tuesday though

[jennifer1620]

no go with resetting the router so I guess I'm waiting until Wednesday then. Hopefully they get it fixed.

[RammsteinFS]

It's down in the Carmarthen area too. 

[jennifer1620]

Update- problem might be fixed looks like it was a faulty micro filter. Just waiting for a replacement now.