Loss of Internet

[James422]

Hello, 

I have seen many threads on this community page where people have aired issues with poor communication when it comes to the loss of broadband (Internet) to there homes.

I also have recently had this happened where an outage on Monday the 12th resulted in Sky contacting Open Reach to investigate and resolve.

I have also on the Tuesday the 13th had Open Reach state that they had been called into action by my vendor (Sky) to fix.

However now as of sending this thread had no other communication and clearly am still not receiving any Broadband. 

Is there not an escalation process or at the very least a way to get transparency on what is the status of the investigation?

Regards James. 

[Daniel0210 · Accepted solution]

@James422 

The onus is on the customer to contact their ISP (Sky in this case) to see if they have received an update from Openreach (something that other posts suggest OR are not very good at).

[James422]

Hi, 

Yes I have gone through the process of attempting to get information via Sky Customer service support, however this only ends up creating an additional issue as when you select the issue that you need to discuss it pushes you through the same process of - (Checking service Status, spotted an issue, we need to book you an open Reach Engineer). Which I had already completed Monday evening. Is there a more simple way to get hold of someone to discuss the status, instead contacting the 0333 number that forces the same process of automated Q&A? 

[Daniel0210]

@James422 
Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.