Intermittent no internet light.

[Phil000000tri]

Intermittent internet drops for a few months now. No green light on hub, refresh all connections and everything works. Rang sky and it's all automated. Told to do service checker which says everything is fine and you can book engineer in app if it isn't. I cant find this 'book engineer' function and am going round in circles. Any Help appreciated, ta. Phil

[Chrisee]

@Phil000000tri the book an engineer option only appears if the test picks up an issue that Openreach will accept as a fault. There have been a lot of reports of multiple line drops largely caused by the exceptional amount of rain we have been having. Openreach only consider there is a fault if the automatic line management system cannot stabilise the line without dropping speeds below the guaranteed minimum for your line ot line drops go over 10 a day. 

If you post your hub's connection stats forum members should be able to tell you if there is anything thst can be done see Find your Sky Broadband router statistics

[Phil000000tri]

Thanks @Chrisee for your response. Can't seem to access the stats. The info is useful though. 

How can I actually speak to someone at sky, what number is it? 9 drops a day is not acceptable service as far as I'm concerned 

[Chrisee]

@Phil000000tri I will escalate your post to Sky 9 drops is marginal so Sky maybe able to do something but what you and they consider as. acceptable is academic as it is Openreach who call the shots.

Your post has been escalated to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Phil000000tri.

[Phil000000tri]

Intermittent broadband dropout for weeks. App says there is a problem and books engineer. 

Get texts from sky and open reach saying engineer coming in two days. 

Never seen engineer, but get text saying problem fixed.

Go back to the top and repeat!

So frustrating that you can't actually speak to someone anymore.

How do I break this infuriating cycle?

[Daniel0210]

@Phil000000tri 

Openreach will probably have been working on the issue without the need to actually attend your address such as at the relevant green cabinet.

You can call Sky free by dialling 150 from your Sky Talk landline, alternatively we can escalate it to the Messaging Team again. 

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[Phil000000tri]

Thanks. I don't have a sky landline phone 

[Daniel0210]

@Phil000000tri 

It is part of your Broadband subscription but if you don't have a physical phone connected to it you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

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Did you engage in the previous escalation chat?