Full fibre still not active after more than a week (City Fiber)

[Chrisdab]

Ordered full fiber 300 broadband in advance of a home move, installation was early last week (one day after i moved in).

However it never worked as the city fiber engineer said there was a light issue externally and told me to contact Sky and he left.

Was told it would be fixed Thursday, then Friday, then Monday, then promised it would be Tuesday, now today i was told "how long is a piece of string" "these type of issues can take a long time to fix and i will need to just wait", seriously?

For more than a week i have used an obsene amount of mobile data, and as i cant work from home due to this, the fuel to travel 130 miles every day to go to the office.

Has anyone had a similar issue like this?

Is there literally no way of Sky even escalating this to City Fiber or do they really not care because im not their customer?

Great first impressions from a new customer that wishes he took his business elsewhere 🤐

[caesarome]

@Chrisdab 

It might be worth filling in this online form to register a complaint:

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

[mormegil]

The city fibre engineer should have raised the fault to his company to get a senior engineer to fix the light issue, it is taking over a week and there is a backlog to getting updates from sky as I don't think city fibre were prepared for the number of customer sky could bring them

city should be attempting fixes in the back ground and as long as you leave the Ont powered on you will see when the fix the external fault as the service will start to work

[DaveRC1]

City Fibre installed their kit last week but it's never worked. I've spoken to numerous Sky agents but they haven't got a clue what to do. I've been told by some that the fault lies outside the property and others have said it's an ISP problem. Either way they haven't got a clue what to do. Honestly Sky are totally useless and I would advise anyone thinking of taking up their offer of full fibre to stay well clear. It's now been 4 days without any internet and they just don't seem to care.

[Chrisee]

@DaveRC1 You should be due some compensation for the loss of service as expkained here https://www.sky.com/help/articles/auto-compensation.

City Fibre and for that matter Openreach do occasionally hit issues with many tens of thousands of fibre installs that happen each week unfortunstely you are in that group.. The isp be they Sky or whoever are effectively powerless to get these fixed it lies with the network operator so it matters not that your ISP is Sky or Zen or who ever the position would be the same waiting on a fix. If the ONT is not getting an optical signal it is likely an issue sith one of the passive optical splitters which will require a separate team to sort and find the point of failure. 

[DaveRC1]

Yes I agree that I should be due compensation but they have indicated that's it's £6 per day after 2 days and doesn't include weekends. Absolutely a pathetic gester and all I want is to be able to work from home again and watch TV.

[Chrisee]

@DaveRC1 that is something you should take up with Ofcom whose compensation scheme Sky like the other major ISPs use.