Hi
First post. I'll try and be as informative and succinct as possible.
Until recently, our set up was: Sky Q, copper broadband, SR203 hub.
Was upsold Sky Glass and Fibre (been a Sky customer for 15 years or so). TV arrived and installed, though not connected to internet pending fibre install (thank goodness, else we'd have no TV either). Fibre install was Thursday, completed by BT Openreach. A new line was put in from a different pole (copper line left in). Engineer switched everything on (using existing hub as was not sent a new one), 3 green lights on ONT and hub, no voice light at all which he commented as 'strange'. Can connect via WiFi but 'Connected without internet'. This is the case for phones, Sky Q box, any device. Engineer phones his BT colleagues for 45 minutes, all checks complete, no faults. He then phones Sky, runs through the checks, Sky say that the hub needs an update that should happen automatically but he can 'force through' his end and will confirm in an hour (BT Engineer leaves).
When they phone they say 'all fixed now', we check, funnily enough, it's not. Run through the resets etc, no change. We are then told our hub is 'incompatible' and they will send a new one. In the meantime, we've researched and know the SR203 is perfectly compatible (lie number 2 (number 1 being that they can force an update as the maybe 10th person at Sky we've spoken to now confirmed this is not possible). They send a new hub...
New hub arrives, shock, it's an SR203. Plug in regardless, 3 green lights, no voice light, 3 lights on ONT. No internet. Phone calls 3, 4, 5...
No update in 72 hours as promised, we've had to make all the calls (more lies ("I promise I will call you back personally" - sorry Darren, we had higher hopes from you)).
Current situation, new hub powered on, same 3 lights, no voice, no internet, this is day 5. A BT Engineer is coming tomorrow. As they have already done checks (I overheard the original BT call and was very thorough), we are not convinced they will fix it, so hoping others may have unfortunately experienced the same but may be able to help.
Ultimately, the reason for the post is to seek help. The secondary purpose is to vent. The service we have received has been appalling, the fobbing off, lies, let downs and the ultimate insult of being offered a £15 voucher as compensation.
We work from home, have two school age children and are relying currently on pretty terrible Sky mobile network to see us through.
If BT don't fix, and a new hub isn't the answer, I cannot see an end or resolution.
Please let us know if you need any further details which may help you guys resolve
Many thanks
