No internet for two weeks

[NityaVarma]

Reported a problem on 24th. They said fault was outside the property so open reach would look at it. Since then I have called two times a day only to get conflicting information. After being repeatedly misinformed about when open reach are looking at it (I was even told it's fixed on Saturday!!) I finally spoke to someone who said it requires digging and will be done by 30th. Of course it wasn't done and when I spoke to someone yesterday (another hour on the phone) they said the notes say it will be 9th or 12th of may. I have been with Aky for 11 years and extremely disappointed.

just to say no fault has been reported in my area, my neighbours on Aky have fine internet and I see no digging taking place anywhere close to the property. I work from home and it's been disruptive - now a long weekend without internet. Is there any advice. 

[Chrisee]

@NityaVarma although you have a contract with Sky repairing the line issue is not something they can control it is down to Openreach who as you have found out dont communicate fully. It makes no difference which isp you are with as the communication is structly regulated and there is no system where  you can talk to the local Openreach operation directly.

If the fault is in the underground feed from the local distribution  point to your home it would not cause issues for your neighbours but could require a dig. Getting permission to dig up a road or on private property can easily cause delay and when that is obtained scheduling a crew to do the work often causes delay. You should be due compensation once the fault is fixedbut as your line is classed as domestic so is only worked on during the working week the fact you choose to use the line to work from home doesnt change that unfortunately. See Customer Auto-Compensation | Sky Help | Sky.com

[NityaVarma]

Thanks for your reply. I appreciate that how I use my domestic broadband is not sky;s responsibility - I was merely highlighting how disruptive it can be. Below is my timeline and communication from Sky..and while i understand that Sky are at the mercy of Openreach - they need to do better at getting updates for their customers. It is day 19 wihtout internet and below is how Sky have hanfdled it 

Formal Complaint – Ongoing Broadband Outage and Mismanaged Communication (Ref: [Add your

25th April: I called twice. Told the matter was with Openreach.

26th April (AM): Told an engineer was spoken to and it would be resolved by end of day.

26th April (PM): I was told the issue wiht Open reach was resolved and that I just had to reboot my router.

27th April: I called again and was told the work was completed by Openreach and that a Sky engineer would be with me on Monday. On pressing, I was passed on to some other depatment who said OpenReach didnt work on weekends and i shouldnt have been given that infotmation.

28th April: On calling I was advised that the dig was scheduled for the 30th and I would ahve internet after the dig.

30th April: I called againin the evening and Spoke to Kenneth, who said it would be escalated. He was helpful and said he would call me the follwoing day.

1st May: Kenneth was kind enough to call saying no update would be available until 6th May.

4th May: Kenneth sent me a text to say the update would now come on 7th May.

7th May: I called in the evening hoping for an update and was told the "next update" will be 9th May. Confirmed by two agents (Grace and Bobby).

9th May: I called again and spoke to Stephen at 6:30 PM. Told there was no update and to wait another 2 working days — meaning the earliest I will hear anything is 13th May.

[Chrisee]

@NityaVarma appreciate you are frustrated but while you can complain to Sky (this link explains how to do that How to make a Sky complaint | Sky Help | Sky.com) line issues like yours are outside their control and they can only tell you what Openreach have told them.