Hi,
We have Sky broadband with SIRO ONT fibre to the home. On Thursday, our broadband connection dropped around 1:30pm or so and didn't come back until the next morning, not sure when as we were asleep. When we rang Sky, they had us do all the normal checks - white SIRO box had green power light, green PON light, no LOS light, and a flashing green LAN light. Sky router had a green power light, amber internet light, and green WiFi light. They told us there was an outage in the area affecting multiple customers. When we asked for a resolution time, they said it should be resolved by 5pm Friday evening.
Friday morning when we woke up, the broadband was back - Sky router had a green Internet light. It worked all day Friday with no problems. Then, Saturday (yesterday) the broadband dropped around 4:00pm. We called Sky again and they did the same checks with us - the lights were exactly the same as they were Thursday afternoon, an amber Internet light on the Sky router. Keep in mind we have reset the router multiple times and unplugged both the ONT and router, left them for a while, and plugged back in. Nothing fixes the issue. Sky told us again that there was an outage in the area affecting multiple customers, but had no estimated time for resolution. It was down again all night, even up to 1:30am this morning it was still down. I went to sleep and it had restored itself again at some point.
But today again, it dropped around 1:30pm and has been down ever since. We rang Sky again and they said another outage in the area. When we questioned this, and why the internet kept restoring in the morning, he said the engineers were testing the lines and that's why we get connected in the mornings and drop again in the afternoon. We asked for an ETA on resolution, and he said they were not provided with one, but hopefully it will be tomorrow morning. This is now 3 days of us having no internet connectivity for a majority of the day. If it truly is an area outage, then that's acceptable, but we are finding nothing online of other people experiencing this in our area. We also know people in the area with Sky and their broadband has been fine. The fact that our service comes and goes around the same times almost every day since Thursday makes us think it's more on the Sky authentication side, rather than an area outage.
We rang them back again this afternoon a second time and the agent said the outage was "just resolved" and to restart the equipment to see if that works. It didn't resolve anything when I restarted the equipment. We rang them back a third time and they said there's an area outage. I said we were told the outage was fixed 30
minutes ago and they said no, it's still ongoing.
I just feel like we are being fobbed off here, and that our internet is going to be out all night again and restored in the early hours of the morning. This really doesn't look like an area outage to me, it looks more like something is failing on the Sky side with authentication/IP address leasing, maybe?
I tried to request being escalated to tier 2 technical support, but they said they cannot do that. Feels like we're hitting a brick wall here. Any help is greatly appreciated. Thank you.
