No internet - internet/voice lights off; power/wifi lights on

[MichaelPDR]

I have a Sky Broadband hub where the Power/Wi-Fi lights are solid green, there is no Voice light and the Internet light either goes off for a long time or flashes amber briefly. I've got an Openreach engineer booked for this Tuesday and ran every test/done every troubleshooting suggestion but to no avail.

This issue has now happened twice in the last 2 months and I was wondering if anyone has experienced the same situation and if so, can confirm what was done to fix the problem, who fixed the problem and how long it took to fix? Can Openreach be contacted directly? Looked on their website and I couldn't see anything!

Thanks in advance.

Michael

[Daniel0210]

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@MichaelPDR wrote:

Can Openreach be contacted directly? Looked on their website and I couldn't see anything!

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@MichaelPDR 

You can't contact Openreach direct. You can only report it through your isp (Sky) which you've done. 

[MichaelPDR]

Thanks @Daniel0210. Is there anything else I can do in the meantime? I was told last night by Sky that Openreach engineers don't work weekends?

[Chrisee]

@MichaelPDR you are buying a domestic connection from Sky. Openreach do not work on domestic faults at weekends in line with the SLA so what you are being told is correct and there is nothing more you can do. Business lines can be bought with better SLAs but cost a lot more. 

[Kpu01]

I upgraded to super fast fibre on Monday and have been having the same issue all week. Got up today to no talk and not internet.  It's been a recurring issue all week. 

[MichaelPDR]

Thanks @Chrisee. That is a bit frustrating particularly when a Sky engineer was only out recently to replace the pre filtered socket!

[MichaelPDR]

Thanks @Kpu01. Since I changed to a "better" product, I've had a few issues and I recently got a right to exit e-mail. So if this issue doesn't get fixed, I will be switching providers.

[Chrisee]

@MichaelPDR agreed it is frustrating but sorry its part of life these days. Copper phone lines occasionally fail given that the network can be decades old and was never designed for data transfer it is a wonder it works as well as it normally does.

Openreach are switching to full fibre and plan to decommission their copper system but replacing many tens of millions of lines takes time and is costing billions. Fibre is far more reliable but again is not immune from issues like storms bringing down lines or constuction work breaking links. It is always sensible to have a fall back at least most of us can use mobile data.