No Internet from last 14 days - No resolution

[HimanshuPadhiar]

I have been using Sky broadband from last 6 months or so and suddenly the internet stopped working on 4th April. I reported the issue to the sky customer support who escalated it to Openreach. Openreach did their checks and after 10 days said that the issue is with Sky hub and it needs to be replaced. I received the new hub, connected it but the issue is still not resolved. We have a flashing green PON light on the ONT, and according to google the issue is with Openreach and they should fix it. After a lot of calls with sky an appointment is booked and an engineer will visit our property to check. Is there something we can do to get this issue escalated and resolved as soon as possible. What are our options if the issue is not fixed? 

[vas]

Same issue as above

[Chrisee]

@HimanshuPadhiar you will be due compensation for the loss of your service see here Customer Auto-Compensation | Sky Help | Sky.com

In the unlikely circumstances the connection cannot be fixed Sky will release you from contract but that doesn't really help,if your only connection is the Openreach connection. 

[HimanshuPadhiar]

Any idea after how many days they will keep trying before releasing us from the contract? And what charges will we have to pay to cancel the contract from our side.

[Highlinder]

@HimanshuPadhiar  If Sky are unable to fix an issue you have your broadband after 30 days they might then release you from your contract. But they have to do this and not you wanting to cancel.

[HimanshuPadhiar]

The OpenReach team were able to fix the issue today.

Problem: Our connection was pointing to a different SaSa (not sure what it stands for) than it was supposed to.

Resolution: They went and opened up the hole outside our house and made a few changes and then re-routed and rebuilt the settings with the help our their guys on call.

Thanks for the support community. 

[HimanshuPadhiar]

Ask them to book an Openreach engineer's visit to investigate the issue. They will investigate and will fix it, but ensure they do not close the issue before you have a resolution if there is an infra fault which is dealt by openreach.