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. 

[Cuff81]

We've literally had the same thing. We've called constantly everyday multiple times in a day and all we get is we'll escalate it. We then call the next day for an update and are then told it wasn't escalated so the advisor promises they'll do it and we go round and round with this every time. 
we've had new heating installed that works off WiFi and we can't use it or set heating schedules now it's a little colder. No tv to chill after a hard days work. can't work from home. Kids can't do they're homework as it's all online. 
It's now go to the point where I've requested to speak to a manager to be told what do I hope to achieve from speaking to a manager! Erm hopefully they should have some power to contact City Fibre direct and follow up. We've now been told their hands are tired they're end. Feel like once your with sky and installed then that's it, no customer service, they've got you!

The advisor's are all polite, but they don't call bac when they say they will, they don't , investigate and follow ujtil the end to get it resolved. I used to work in customer services for many years in different industries and the most important thing was politeness and  resolving the customers issues even if you have to call departments and speak to other people to sort it.
You can't call city fibre as a customer either, it always has to go through sky. The amount of people I've spoke to who have said they're leaving sky or don't use them anymore because of all this is unbelievable . If they don't get their faults, issues all revolved in a timely manner they won't be the go to provider anymore. There's so many others that offer packages. Did you know that virgin use their own engineers and cabling so no 3rd parties like like sky use. 

Also if you have no broadband or services for 2 whole working days you automatic compensation.