No Broadband service for more than 2 weeks

[Satyen]

Hi All,

My Sky broadband is not working since 18 days now. A fault in Splitter was identified by Opereach on 7th Feb but still they haven't fixed it. Today another Openreach engineer came and did the same checks as the last one did and confirmed the same.

I have been calling Sky Helpline daily but they don't have any way to spped up the matter. They just keep on saying that it has been escalated to Openreach chief engineer but no resolution so far.

Any suggestions/experience  to resolve this at the earliest??

Regards,

Satyen.

[Highlinder]

@Satyen  What splitter is this that you are referring to?

[Satyen]

That's Openreach Splitter. The one which connects with the exachange.

Their engineer informed me that fible signal comes from the Exchange to Splitter to CBT to home.

In my case there is no signal from Splitter to CBT to home. So, accordingl to the engineer there is a fault in the splitter which requires specialized skills and access to fix.

[jamesn123]

@Satyen 

You've answered your own question. If the problem is complex to both access & fix then a specialist team is required & depending on engineer availability in your local area this could take some time to get booked in. There is nothing Sky can do to speed up the process so I'd recommend you use some sort of mobile hotspot to keep you going for now. 

[Satyen]

@jamesn123 Isn't 18 days too longtime to identify and fix the problem?!!

The issue with Splitter  was identified during the first engineer's visit by Openreach on 30/1/24. Same was confimed to me by Sky on 7/2/24.

But still they Openreach sent an engineer to my home yesterday who did the same investigation and confirmed the issue with splitter like the previous one did !!!!

So 15 days are spent without any resolution. That's too much !!!

I incurring mobile hotspot and hoping that I'll be compensated on time.

[Chrisee]

@Satyen you will be compensated but that is credited after the fault is sorted see Customer Auto-Compensation | Sky Help | Sky.com

Sky should give you a date for the next update from Openreach so keep calling as these comecround. There can be delays in getting the correct kit fitted but essentially Sky cannot do any more than they are doing.

[jamesn123]

@Satyen 

Is 18 days too long is a subjective question.

Is it too long for a normal consumer? Yes.

Is it too long for an ideal fix time? Yes.

Is it too long for the possible works & permissions Openreach have to do/obtain? Maybe not.

Unfortunately Openreach are notoriously slow in pretty much everything they do and like I mentioned before, if the work required needs a specialist team that is very busy then it can take time to get them booked in. Additionally if Openreach need to access something underground they may need a dig team which can take time to organise & possibly get permission from the council to dig. 

Regarding compensation, you will be entitled to £9.33 per working day after 2 full working days without service. This will reflect on your Sky bill once the fault has been resolved.

https://www.sky.com/help/articles/auto-compensation