New Broadband install not working

[Bpen2024]

Hi, 

My mother has extended her contract and was forced into switching to superfast bb despite being perfectly happy with her current offering. 

They came out to install today and the engineer has told her everything is connected fine apart from being unable to connect anything to the router. Internet signal to router all fine, password won't accept on any devices. Engineer has now left her with this  unresolved. She's 70 years old, not technically minded at all and is now worried she is going to be left with no Internet. 

The old connection is still live but I suspect will be disconnected soon. I am 200 miles away and can't help and she isn't capable of dealing with these things herself. It seems the engineer just decided it wasn't his problem. Online help has been hopeless and can't get past the virtual assistant. Anyone got any suggestions. 

[jamesn123]

Hi @Bpen2024 
Technically it isnt the engineers problem. If Openreach come out, install the cabling and verify connectivity to their equipment then anything further than that is Sky's problem to solve. Sometimes the connection may not start working until Midnight of the activation day so I would leave it until tomorrow and if it still isnt working the quickest way to a resolution would be to call and report the issue.

[Bpen2024]

Yeah, I suspected it's a sky issue hence why I came here. Meanwhile the old Internet connection has now been disconnected and she's now without any Internet.

I've got authority to deal with her account but it's extremely difficult when I can't be at the house to try things with the equipment

[jamesn123]

@Bpen2024 

Yes I understand, I have had to do similar with long distance phone calls to my family members ISP. Like I said, give it until tomorrow and see if the connection starts working. We can always escalate your post here to chat with a Sky rep if its easier for you.