No internet even with replacement router

[rick+fowler]

Yesterday our router internet stopped working so we rebooted it and still no joy. Rang sky did a few tests and still no joy. So they sent out a new box thinking it's that. Arrived this morning plugged in worked for a 30 minutes and went off again power light green internet off WiFi green voice orange.the white box has the left one off and  3 green lights on to the right. So I can assume it's not our fault but todo with the router and internet side. Please can someone let me know what todo next, my house alarm and security cameras rely on internet so need this sorting asap. I've tried todo the checker and oddly says all is well. Which it's not so this needs investigation by you. We have the ultra fast 500gb broadband. 

[Lisa-P1987]

Hi there @rick+fowler , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[rick+fowler]

Ok thanks.

[rick+fowler]

Sorry to say but sky customer service in India are rude,who don't know what they on about, since Tuesday I've spent more time doing there silly circus testing that proves nothing more than a waste of time and avoiding the real issue that is Sky broadband ultra has issues with certain customers routers not working. Just read in the forums it's plagued with it. This has been going on since 2022 and yet Sky do nothing. I've had outreach here today doing all they can to sort it even got to stage 3 on there system. I post the message if you like stating that it's no issue with there side but a issue that's been ongoing for 2 years. Come on Sky really do we need to be playing games. We have three choices. Either you sort it out within next day or so second I go to the ofcom. Show them my evidence and how long this has been going on, I'm sure they be happy to read the issues. Thirdly I ask for cancellation under the terms of if you not providing a service 5 days no internet or phone and also that's not fit for purpose and to include refunds and compensation. My house security is at risk because of your incompetence to solve the issue that lays in your software. I can't access my cameras do my alarm system,my children can't do there studies for exams. The list goes on so please escalate this to head office in uk where I do hope they have a brain to sort this out. stop blaming others and take responsibility for the errors. So to rant but come on do you blame us.

[rick+fowler]

Day 10 and still no internet or phone, it shouldn't be taking this long to solve surely not. It's getting beyond frustrating now. We had engineer out and open reach confirmed it's a sky issue and it's a issue with there server. Has anyone actually gone and looked at this server doubt it. All our phone data we stored is nearly depleted. No help what so ever from sky since we talked to uk office Saturday who was trying to help who informed us of the server issue. We have not heard back since. been rebooting every day hoping but nope diddly squat. Utterly pathetic service now. stuck in a contract paying for nothing on the broadband and phone. Ok we get compensation or a refund for the loss of service but only once it's been fixed. No idea what we can do now. See what ofcom says about it all is all we can do and see where else I can contact. 

[rick+fowler]

Day 11 no internet or phone still no help what so ever, just generic emails saying we tried to  call you, how wrong that is I'm here 24/7.if they had a brain cell voip is down,we have mobiles that you have on system, Are we supposed to just sit here and wait for eternity, fed up of ringing todo the the same procedure over and over again. Call centre well there just a joke unless ya get the uk centre. Only way todo that is to say ya cancelling. Well that's very much going to happen come Friday. I've had information on that I can cancel if your service is not provided within a given time and we have contacted sky and gone through everything. Enough is enough (removed). What sort of company leaves a customer hanging for 11 days without a service expecting us to just sit and wait and hope one day our service comes back on. If ya thinking of getting this ultra speed DONT it's a complete mess of a service and not fit for purpose. 

Moderator note: Removed inappropriate language

[TimmyBGood]

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@rick+fowler wrote:

 I've had information on that I can cancel if your service is not provided within a given time and we have contacted sky and gone through everything. 

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Just be warned that such 'advice' is typically incorrect.  It's certainly possible to give notice to leave when outside a minimum contract term, otherwise unilateral cancellation only leads to further issues no matter how aggrieved the subscriber feels.

[rick+fowler]

Well on this case my information was correct I was given and cancelled my contract for broadband and tv and phone without charge, broadband has now been cancelled so can move on and tv is also cancelled. And been given compensation for loss of service and a months subscription refunded. 👌