No internet and phone for over 2 weeks

[Sarah544]

My Internet and phone has been down since 01/10 .. I have had 1 engineer out to check modern... couldn't find fault.. sky sent another modern out... fitted modern... suprise not working!! Phoned sky.. engineer out.. proceeds fo check modern when already been tested oh it's not the modern ... ring sky back .. Will look into give it 72 hours.. rings up ever since to be told it's getting investigated "remotely" ... every 72 hours im on the phone still no update! Any one else having any issues? Also majority of the staff are nice and pleasant but manager not so nice and just proceeds to talk over me and insists to just wait! Joke 

[JimM1]

@Sarah544 Take a look at the link's and say what sky hub you have and what the lights are like! Name is required for what you see when you look at the picture!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Kevinplumstead]

My 90 year old father-in-law has excactly the same issue.  I've called sky numerous times and each time they say  wait 72 hours.  Nearly 2 weeks now without a phone.    Absolutely disgusting SKy!!!!!       You sub contract to City fibre and you blame them.   Not good enough!!  Awful customer service!!!!

[Daniel0210]

---

@Kevinplumstead wrote:

My 90 year old father-in-law has excactly the same issue.  I've called sky numerous times and each time they say  wait 72 hours.  Nearly 2 weeks now without a phone.    Absolutely disgusting SKy!!!!!       You sub contract to City fibre and you blame them.   Not good enough!!  Awful customer service!!!!

---

@Kevinplumstead 
You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

Openreach or City Fibre provide the broadband and phone services and are responsible for any repairs.

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases. I'm not sure if City Fibre commit to that agreement. 

[JimM1]

@Kevinplumstead At least you have manage to vent, as @Daniel0210 points out we are all customers like you, just CF CityFibre is so new Forum wise, and BB side has not been overly successful for some, and also now looking like phone service issue at the same, hopefully you do have the BB up and working for your father-in-law, always stressful changing over with no guarantees that it will go smooth!

Not sure what sky Hub you have but the Landline Phone will connect into the back of the sky hub now as serviced over a Digital Connection!

[Sarah544]

Its a joke isn't it .. it's now  just over 4 weeks and my bill is due at the end of the month.. I keep asking why is it taking so long and they can never answer me.. I asked if I can cancel and was told no.. stuck with then for another 2 years.. surely if they aren't providing service I can cancel. My mum relys on the landline and having to use my mobile data to watch TV. Absolutely no need for this. Hope you get some sort of resolution soon. X

[TimmyBGood]

---

@Kevinplumstead wrote:

 You sub contract to City fibre and you blame them.   

---

It's a carriage deal over the private CityFibre network, not a 'sub contrac'.  Only CityFibre personnel can touch their own infrastructure.

https://cityfibre.com/news/sky-and-cityfibre-sign-partnership-to-bring-sky-full-fibre-broadband-to-t... 

[JimM1]

@Sarah544 You do not say what you have, the Forum can only assist when the information is given. Hope sky get's on top off whatever is going on with your connection!

[Sarah544]

Hiya. Its the Sky Broadband Hub.. 2 lights power and WiFi. Still not fixed..apparently i am due a call today from BT .. not holding my breathe though!!

[JimM1]

@Sarah544 From the sky Broadband hub, then yes 4 Green lights if you do have the digital voice landline system, and anything external/internal can cause the Internet to be gone, as you say the OR Engineer will be able to check out whatever you have and hopefully find something for you!

[Kevinplumstead]

My 90 year old fatherinlaw does have internet but no telephone now for nearly 3 weeks since city fibre fitted the fibre line. I made another call to sky on Saturday 25th and was again told to wait 72 hours.    This is the  4th time they have said we have to wait 72 hrs.  its shambolic!

[Sarah544]

Thank you. Can't believe how long it's taking. Hopefully recieve this call today. If not il be rining up again.. probably to be told the same.

[Chrisee]

@Sarah544 you can potentially leave Sky if you complain formally and they cannot sort your service. However that wont help if the issue as it sounds a problem with the line unless you go to an ISP who doesnt use the same line

[JimM1]

@Kevinplumstead The Forum has not managed to gleam that much with regards to all things CityFibre as yet, so not much can be said about how sky do the Digital Landline over a CF Fibre connection as yet, at least he has Broadband up, per chance does he have Wi-Fi calling on a mobile that you can get working for him, when they do get up in years hard to sometimes get the change understanding! Know how it goes had the same with my dad, 86 and really forgot all about what mobiles could do, apart from switch it off and save the battery was his reply to it all!

[Sarah544]

Hiya. I did send a complaint into sky and was just told they were looking into my fault as quickly as possible.