No Internet

[Richie38]

My 81 year old mother living alone, when returning home from the shops non MOnday found she had no internet.  Called support who make her take rounter from behind a cupboard(on her hands and knees) remove all the wires, Take the router to the main telephone point, (as the one it was on was apparently a secondry telephone point, that it has been plugged in for the last 11 years).  After a wile she managed to move the router and then sky said she would need a apointment. Last week she got a message to say on the 12 December they are coming to fit Full fibre. So as a apointment was made, they would have to cancel this before making a new apointment. As of today still no apointment after waiting since Monday.  She has a ring cam which she can no longer use.  The phone line is working, just no internet.

[SpaceSparkie]

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I am sorry to hear this has happened to you mother, with what you have described it might be useful to contact our Accessibility team here to discuss this further. 

[Richie38]

Just found out Sky called on MOnday 1st December to say they would fit full broudband on 12 December. On Monday they cut off her adsl broudbank and now want her to wait until 12th December, 12 days with no internet.

[JimM1]

@Richie38 You would be best to find out if it is a sky thing or an OR Openreach, just sometimes there is problems and OR have to go the Fibre Install as the NO choice option and that is outside off any ISP's control, but the bad is leaving it in the lurch so if not aware and if NO Emergency calling via mobile etc.

Sky should be able to give you a heads up to the reason if they know!