Sorry it's long winded.
Had fibre installed for the first time on Friday 12th September in our new home. Had normal broadband prior to this at other properties.
Firstly - we weren't happy where the box was installed as it had to be wired around the back of our property for ease of access for the engineers ( tried to help them instead of them having to dig up our paving at the front. ) so it went in a bedroom, we live in a bungalow.
That night the lights in the Fibre box lit up and strobed around the room. They're not static but strobe constantly like having a little disco ball in your room. For tiny little lights they really are bright and disturbing. The strobe effect keeps your awake or wakes you up when stirring.
The engineer who came who is a specialist and would know about the lights on the box, didn't advise us that this would not be appropriate to be in a bedroom due to the lights. We were completely unaware as never had it before.
So we asked for it to be moved on 15th Sept and repostined in the hallway just outside the room.
Wow - it's now 26th Sept and still it's not been resolved.
First the engineer was booked in and 3 different dates given 18th , 19th and 22nd. We were advised the engineer would let us know which one nearer the time they'd be attending.
These 3 days went by and no one contacted us.
So we called again. New dates were booked in and we started the process again.
We then got an email the following day that these new bookings had been cancelled, so we called again. Bare in mind no phone calls were made to explain what or why this had happened. We have to constantly enquire.
This time it was an error with a code they have to put in a field when making the bookings.
So we tried again. We have 3 new dates. We're now on 25th Sept by this time.
Second issue- 26th Sept. Woke up and fibre has stopped working. The red light on the FIBRE BOX which has the description next to it - Alarm. This was at 4:30am I noticed this. (Awake due to the lights flashing!)
did all the tests etc and immediately it came saying there is a fault with our fibre connection and the hub cannot be found and no internet connection nand we needed to call sky.
So we had to wait until sky is open to call. We reported the fibre issues and it turns out their is a fault on the box ( not the ones connected to the bungalow but the box that's on the street) so it was reported to sky and sky have done their process to send it to city fibre.
We assumed this would be urgent as we have no internet, sky Q or anything so we couldnt carry out any work, no TV in the evening, and no internet for the kids to do their homework and course work for the weekend.
After all the issues with getting the box moved I decided to call and chase up the dates were still on the system and to chase up about the broadband being fixed as it had been 7.5 hours since we reported it being out.
It turns out the new moving the box dates had to be cancelled again!!
Until the fibre has been fixed. And as it is a Friday today, city fibre do not work on the weekends. Sky have to pass the report to another department or something for it to go in a queue and then to city fibre. This is what I was advised.
How long does it take to fix it or even get an engineer to look at the fault because I haven't seen a van come just to check, all day.
we are now going to be all weekend without any internet. And our dates to have the box moved have been cancelled again.
what is going on?
I haven't slept properly for 11 nights since first reporting the box to be moved. ( the box is warm so cannot cover it for fire hazard )
And now we have this fault. which hasn't been even looked at.
we pay a lot of money for tv packages and broadband, and have been a long standing customer for years and years. Feel like we're just another number added and once you've got our service there's no rush in helping anymore. 😞
id like to know when these things are going to get sorted and why it takes so long for these requests and issues to get resolved and why we have to chase up when engineers don't turn up or bookings get cancelled. We have taken time off work to attend these visits too.
