No internet connection

[Allanah27]

Hi guys looking for some advice.

Upgraded to new fibre broadband with an instilation date of 28th December. Engineer came everything went fine then Engineer said there was a fault on the new lines which open reach had just installed for my bb. He spent ages on the phone to different people and said open reach were due out that day or the next to fix itand sky would be in touch. No one turned up and still have no internet phoned again and sky have said someone will be out tomorrow.

Obviously I have had to use my phone data which has been a nightmare  as engineer took away my old bb router as it was an upgrade so wondering if I am entitled to auto compensation. I've read through it and am still confused. Sky even sent me a message to say I had gone live when I have had nothing. No answers from customer services either other than booking another Engineer.

Sorry for the long post I'm new to writing on here any help would be great.

[Highlinder]

@Allanah27 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[Allanah27]

Hi rha ks for replying

Yep done every test sky even ran them on their end and have said its an external fault unfortunately.

[Highlinder]

@Allanah27Did they say they had booked an engineer to fix the fault?

[Allanah27]

Thankfully yes they've booked another engineer to come out. I've asked about the auto compensation but I've had no definitive answer from sky and the online article is quite confusing as I'm paying for a service which I do not have. 

Thanks for replying 

[Highlinder]

@Allanah27That will not likely be given as the fault has not been fixed. Once fixed then Sky will set the level of compensation as credit on your next bill and inform you by email on that course of action.