This last Tuesday I had several intermittent dropouts of my fibre service throughout the day - red LOS light on the ONT and of course no internet connectivity.
The first time it happened it came back on within about 15 minutes and I was quite busy with work so I just left it and continued to work. Around 45 minutes later it dropped out again and so this time I called Sky to see what the issue was. The My Sky app was showing everything as being OK and there were no issues in the area.
I got through to someone who quite frankly didn't have a clue. Despite me telling them four times that the red light was on the ONT they insisted it was a fault with my hub. They even asked for the serial number for the hub and when found it was just over a year old they said it would need to be replaced as "we have to replace this models after a year".
They organised a new router to be sent and that was that. As expected the service came back a little later and then again dropped off shortly afterwards. I called Sky again and this time spoken to someone who seemed to have a bit more insight as to what was going on. They quickly identified there was an issue in the area and Openreach were already looking into it.
It came back on later that afternoon and has been perfect since.
Apologies for the long post but my point is firstly the first agent I spoke to shouldn't be doing the job - I was given clearly wrong details and a wrong solution and secondly I now have a new hub I don't actually need - should I send this back?
