Broadband has been down since last Sunday but when I look online there is nothing online reported

[squashy-10]

Hi 

I have Sky Fibre broadband and it went down last Sunday the 13th and its still out today the little white box has a red light which indicates no signal I reported it straight away as we have most things connected ie heating hot water indoor phones lighting outdoor security cameras ect Sky made me fill in a call out for a engineer the first opertunity was last Tuesday between 1-6pm so I went for this I got a text from Openreach on Monday evening do I still require a engineer I ticked the yes box,Tuesday no engineer showed now I was fuming after sitting round all day.I rang sky to be pushed around from pillar to post and kept getting the message we know there is a problem in your area we will send a message to your phone number when its sorted end of call.Thursday after phoneing for the umteenth time I made out I wanted a upgrade to get to talk to a real person to be told there is a problem with a broken cable somwhere but it shouldbe back on for 12-30 Saterday the 19th fingers crossed and that the problem has affected thousands of subscribers but when I look online for broadband downage in my area (Northampton) no problems are reported by Sky? this fibre has been a headache since having it installed ive had a shocking instalation experiance down to openreach using contractors and have 2 boosters installed to get the signal around my propery and had to have it upgraded to the fastest speed although my old system was great (2 Sky Plus boxes) So I am not holding my breath for tomorrow. What is going on SKY!!

[caesarome]

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@squashy-10 wrote:

What is going on SKY!!

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We are customers here who help each other so if it is not fixed tomorrow then you might want to register a complaint by filling in this form:

https://www.sky.com/help/complaints

[peter-marlow+1966]

Have you  called  sky about  this  issue 

[squashy-10]

Well my fibre broadband has now been down 12 days I have talked to sky on 6 occasions wrote 2 letters of complaint but its all falling on deaf ears the thing that is realy winding me up is that my next door neigbours(2) both have Openreach broadband which is connected to the same box as myself and theirs works and last week I had two Openreach vans parked in my road so I approched the engineers and asked if they new of a outage that might affect me and they both said no? so I explained what was going on with Sky and my no broadband connection and they were surprised as they had just done a new Broadband fibre instalation and it was up and running and one of them  offered to have a quick look at mine and as soon as he looked at the little white box he said you have no signal as the red light was on and said you need an engineer call out I have relayed all of this to sky and all I get is we have an outage and cannot talk to openreach as it has been reported by openreach then they follow up with you will recieve compensation my response is all I want is my broadband back Plus they cannot tell me where the outage is.This whole situation is beyond belief so whats next guys?

[Daniel0210 · Accepted solution]

@squashy-10 

Did you register a complaint as advised by @caesarome last week?

In terms of compensation, in the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 for UK customers.
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 Sky are notified 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 (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[squashy-10]

Yes I have phoned them as I stated above and completed 2 complaints forms and still nothing.

[Daniel0210]

@squashy-10 

Sky have 8 weeks to deal with a complaint to either being resolved or reaching 'deadlock' but hopefully OR will get their act together soon. 

[squashy-10]

I would love to hear from anyone else frrom the area of Northampton with an outage because there is nothing listed online

[squashy-10]

Well it 2 weeks 1 day since I lost my fibre Broadband and still no signs of it being reinstated and no update from Sky or Openreach so I tryed to phone Sky this morning and all I got was they are having problems with their system please try and phone back tomorrow,so thats it I have had it with Sky and when my contract expires I am off they are completly usless no customer service what so ever! I will be shopping tomorrow for a mobile broadband to see me over (at my expence).

[Daniel0210]

@squashy-10 

We've just been notified the technical issues have been resolved but needless to say the call centres will be very busy for the rest of the day. 

[squashy-10]

Thanks for the info it might save me some money tomorrow, but looking at my broadband it still has the dredded red light on perhaps it takes a while to kick in lets see.Thanks again

[JimM1]

@squashy-10 Red light on the LOS off the ONT is bad, investigation will be OR Engineers, and could be anywhere from the Exchange to your home or even the ONT has failed, just unknown so Sky has to organise this with OR to get that problem looked at and fixed, UNLESS OR already know BAD problem and are not passing the information back to Sky who inturn can let you know what the score is....

[squashy-10]

Thanks Jim

I have had long discusions with sky and its like talking to a brick wall explaining everything but They do not want to talk about the fault only saying that Openreach has noted the fault and once that been done sky cannot talk to them or discuse the problem as it has to be sorted by Openreach.

[JimM1]

@squashy-10 It may seem like you are caught in the twilight zone, but sky are right, OR have the fault whatever it may be and until they deal with it they are responsable get it sorted, time has no limit and really who knows what is involved with the fix. It's just a wait it out until then, you may wish to look if Mobile Signal strength is any good, tether your phone to try and see, then options that you can get even from sky to help.

[squashy-10]

Yes Jim

Tethering now but slow as a snail and no indoor phones or security cameras Hive heating is a problem and no streaming no  ring door bell its a right mess so much for tech.