Broadband not working since power cut

[Richie_11]

Hi,

My broadband has not worked since a power cut 3 weeks ago tomorrow! I've followed all steps online, reset, diagnostic with my laptop hard wired the lot. Nothing works. 

Id rang customer care and they said it was the router, issued new router, installed all new cables with the replacement router and still nothing. 

Rang sky back and got told 'mt Richard you will have to wait for sky to call you' 3 weeks on still no call!

21 days no broadband service, 1 attempts for sky to call me an when I rang back I'm told to yet again 'wait'. 

Im supposed to be working from home but instead now having to pay for, yes pay for a desk to work from in a local smart office cause my service is not working and sky have cancelled engineers visits ive requested to happen! 

Beyond my witts now with this! 

[Daniel0210]

Im supposed to be working from home but instead now having to pay for, yes pay for a desk to work from in a local smart office cause my service is not working 

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@Richie_11 

In case you're not aware Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.

[Chrisee]

@Richie_11 sounds like there is damage to the Openreach network Sky use to deliver the broadband service and you arexwaiting on that to be repaired. I would continue to call Sky as that will encourage them to chase Openreach. Replacing network equipment particularly if the power cut was caused by a lightening strike is not simple or quick but you should be accumulating compensation at £9.98 a day which should help cover your costs see https://www.sky.com/help/articles/auto-compensation

[Richie_11]

I understand that. It's installed domestic and paid domestic like everyone else, my wife and kids have no service either to use. 

3 weeks 'domestic' or not without a service is a bit much in anyone's standards. 

Id prefer not to post in a forum but with no luck from sky customer service and technical support its needed now. 

[Richie_11]

Im not sure does that happen in Ireland for compensation. 

It's very frustrating given sky told me they can see my ONT box on their network so they say its an internal issue. 

Personally I feel the ONT fibre box got damaged in the power cut from a power surge and its not sending signal to the router. 

[Chrisee]

@Richie_11 sorry you are right the compensation does not apply to Ireland its something the UK rdgulator required.However dont wait for Sky to call you.

The ONT box should have indicators for power, PON which indicates if it receiving an optical signal and for tge LAN connection. If it has no lights the power supply was probably cooked and needs replacing any lights missing or showing red indicates a fault. In 3 weeks you would hope the network operator has an idea what the fault is.

[Richie_11]

It has power but no signal light that its connected (hard wired) to the router. 

Id expect they knew myself but seems they haven't a clue and its very frustrating. Especially being told I just need to wait. 

[Chrisee]

@Richie_11 make yourself a nuisance and raise a complaint https://www.sky.com/help/your-account/making-a-complaint/how-to-make-a-complaint-roi/articles/how-to... Issues with the passive optical network are rare even after major storms unless the line has been directly damaged. Power surges etc should have no impact as there is nothing requiring electricity between the exchange and your property.