New fibre line installed 3 weeks ago. Broadband and Sky stream doesn’t work. SKY don’t care!

[HarrySmith168]

We've recently had a fibre cable installed and have a Sky hub and 2 Sky stream box's. When all lights are green occasionally we get the speed we pay for however it constantly cuts out. This is over both WiFi or Ethernet cable. Sometimes we have 2-3mpb/s download. Other times the LOS light flashes red on the fibre box and again it doesn't work. Overall the wifi probably works 10% of the time if that. We pay for 75mbp/s currently. 

We've contacted Sky multiple times about this and every time we've had a colleague basically saying they can't send an engineer unless the diagnostic comes back with a fault. They can't pass us on to a manager and we should upgrade to Sky Max and buy boosters to make it work. It's also been mentioned because of the deal we got we actually only pay £12 a month for the broadband so they don't care. Even though our sky stream box's also don't work without broadband! 

We are running out of options and will have to move to BT or elsewhere. Absolutely terrible service and a waste of time and money. Any advice would be great please? 

Thank you. 

[Chrisee]

@HarrySmith168 not a good story. Given the history and to save you time I have escalated your post to a Sky team who supports the forum who should contact you to offer an online chat through the forum where a chat icon will be added.

Couple of points the LOS light going red indicates an issue with the fibre connection which should be referred to Openreach. Sky can access the hubs data so should be able to see how often thst happens. It sounds likeyou have a separate issue with wifi coverage which is not something Sky are necessarily responsible for. Sky Stream needs a steady wifi signal which is more importnat than outright speed - the puck needs a maximum of 50Mb/s. Sky do sell the Wifi Max bundle which isn't cheap but is likely to do the job but you can buy third party kit to solve the wifi issues for less than the minimum cost of 18 months od Wifi Max

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to HarrySmith168.