New broadband customer - no internet

[Mcr202]

Hello

New customer, my broadband was suppose to be activated last Monday but Open Reach took an extra week to do it. I got notification yesterday that it's been activated, but whilst i've got the power and wifi lights on, i've got no internet light. I've been through all the diagnositic tools, all support links, plugged in and re plugged in all the cables, reset, so many times, tried calling support but can't get through the automated phone system without it telling me to go online and hanging up on me. I've just logged into the hub. Summary status says broadband is disconnected. See router statistics below (saw someone ask for these on a post). Pulling my hair out, having to work from home on BT wifi which is patchy and expensive.

Any help massively appreciated. Thank you.

[Highlinder]

@Mcr202 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[Mcr202]

Hey @Highlinder thanks for coming back to me! I've already done this a couple of times as it's where all the help places keep sending me back to - no issues detected...

[Highlinder]

@Mcr202  Can you post your router stats again, This is saying that you have interntet. But it looks like your speeds have halved for some reason.

[Mcr202]

Sure - please see summary status and updated router stats

Moderator note: personally identifiable information removed

[Highlinder]

@Mcr202 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Mcr202.

[Mcr202]

Thank you for your help with this @Highlinder. @Addie15 i can see the chat bubble but there's no message in this. FYI I finally managed to speak to a human on the phone earlier and now have an engineer coming out to look at it on Sunday. Will report back if there is a solution. 

[Addie15]

Update-We are closing this session now but if there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.