Hub failed, very disappointing customer service

[Richards56]

My Hub has the dreaded slow green flashing light. I have been through all the tests and resets myself and again while on the phone. Everything points to a Hub fault, I was asked to substitute a cable and they would call me back between 3 and 4, no call. I called Sky again at 6:30, a very distorted line but as far as I have understood it will be 72 hours with no internet before someone calls me to 'see if the fault has gone away'. Virgin were never as bad as this.

[Brill+Gill]

Hi @Richards56, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Richards56]

An update on this fault indicated by the slow flashing green light on my Hub. All I found online suggested that the fault lay inside my Hub, despite numerous restarts and resets. My broadband service was restored after about 36 hours by 'the network team' which suggests to me that the issue lay outside my home in Sky's systems. I am grateful to have my internet connection back, but my experience of customer service from Sky was mixed.

[Jen_out_of_Jen]

Hi @Richards56, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Richards56 · Accepted solution]

Sky are asking me to confirm that the help given here in private messages led to a resolution, it did but didn't add much to the phone calls already made. I have learnt though that if I have a future breakdown, reporting via the forum is better than a phonecall.