Internet keeps dropping since last Thursday.

[Cm697]

Had a Sky engineer came out yesterday to try and fix the the internet dropping issues however he did fix a rusty cable on the openreach poll thing but the internet dropping issues still happening. Now we are gonna be thinking to move to a different ISP.

[Daniel0210]

@Cm697 

More likely an Openreach engineer that came out rather than a Sky engineer. Moving to another ISP that also uses the Openreach infrastructure will not necessarily make a difference. Call Sky again to report the same problem. 

[Cm697]

We  have 7 times they reckon internet is fine however it's not and it was an Sky engineer that came and did nothing to fix the problem. IV have had enough with this poor service. 

[Chrisee]

@Cm697 You can of course move if you are out of the 24 month fixed contract period but otherwise Sky will charge you for early termination unless they agree to waive those charges. For that to happen you normally have to make a formal complaint and if they cannot resolve the issue Sky should release you from contract How to make a Sky complaint | Sky Help | Sky.com

If your issue is with the line then of course that issue will move with you if your new supplier uses the same Openreach line. Sky's own engineers can only work up to the pole beyond that it is down to Openreach who are often unwilling to sort copper line issues.. 

[Cm697]

Even with full fibre? If so who do I contact to sort out the copper lines because I've had enough of the internet dropping out. Our black sky hub hasn't had a full 24 hour full connection since last Thursday.

[Chrisee]

@Cm697 I had assumed you had a partial fibre connection howeverif it is full fibre line are you seeing issues with the ONT showing an intermittent red light? Full fibre is normally very reliable but the main areas where issues happen are the weld between the fibre from the pole and the fibre pigtail to the ONT or the connection on the pole itself both of which will have been changed if the Sky engineer changed the drop cable. 

You can only contact Sky as Openreach do not deal directly with the end customer. Obscure faults can be difficult to trace I am not defending Sky but you are best advised to go back to them and explain the fix did not work. Threatening to cancel does not make any difference in practice so is pretty pointless unless you have a good alternative in mind. 

[Cm697]

We have an openreach engineer came today ( 9th)  to put in a new cable plus an openreach hub thing to plus in the purple cable in we are still having the internet dropping issues still we have done multiple tests on the sky app still says everything is fine when it's not. Respectfully I don't know what to do next.

[Cm697]

We have now rung sky up they reckon it's the sky hub that's broken they are sending a new hub out.

[JimM1]

@Cm697 Do you only have the one OR Master socket in the home, NO extensions anywhere? Intermittent cable fault issues are a real pain to pin down at times, been there and had it all took over 4 months to get it tracked down but a really good old timer OR Engineer back traced split and joined all the points until he found it eventually, was a cable joint issue, took him about 4 hours and never looked back once he fixed it!

The real story though sky hub was great, moved to EE straight away issues, so the EE Hub just hated the connection but the sky hub had been on for years with NO problems at all! The fttc connection just kept slamming the speed down to get stability, from 50Mb/s once i got down to around the 20Mb/s and the wife started shouting get that [removed] fixed will you, was a 2-3 week decay time, so had it all off pat, call they go reset your good to go right no problem see you's all in a couple weeks, different engineer every time, last one listened but he knew had been many out, think when i said i don't care i call you send it's a cycle does not cost me anything apart from a cuppa for you!

Moderator Notes: removed inappropriate language