New fibre broadband

[Hazel76]

Hello

I I have had new city broadband installed this week. It was working perfectly until engineers came to my street yesterday and now it's no longer working. We have had to plug back into the old system of the phone line in order to get broadband. 

if you could look into this, it would be appreciated. 

[caesarome]

@Hazel76 

Sorry but as we are customers only we are limited in what we can do for you so to start with I would try running this line test to see if it finds any faults:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

[JimM1]

@Hazel76 Also surprised that your original landline Phone connection is also up and working, hopefully that is with sky also and you are not getting double billed!

[Hazel76]

It is the same portal the my broadband has been plugged into since I stared with sky. It was then removed from there on Tuesday and connected to the new fibre broadband box which was fitted and arranged through Sky. I had already run diagnostics and there is a problem. This only started yesterday after engineers were back in the street relating to city fibre. An engineer needs to return to look into why it has stopped working. 

[JimM1]

@Hazel76 Phone line connection and Fibre line are TWO seperate system's with the Fibre going live then the phone should have died 24hrs later, you said Fibre was working then it stopped, you changed back to the phone line, that is what i was trying to point out to you.

Once Fibre is up, then sky cancel the old Openreach Phone line connection! So you are really lucky if this is the case!

[Hazel76]

Thanks for clarifying. Yes the original phone line was working when it was reconnected. However the 24 hour window must have passed and now I see only three lights on my sky broadband box, so it's no longer working as you rightly pointed out, it shouldn't be. So we are without broadband now. I'm heading off to work but if you can give me a phone number to call on Monday to  discuss the issue I'm having with new fibre connection, that would be appreciated. It may well be that engineers are due back but it would be good to know since it has been working until yesterday.

[JimM1]

@Hazel76 Best one for you is the complaints bottom off the page, then need more help, and when yo see the customer service broadband call us, click on it and the number should appear for you! Numbers etc are not allowed to be posted up on the Forum! Number is visable now between the opening times 8am to 8pm, so look and write it down then you will have it!