ONT red light. Internet down

[Sky1234]

We have recently moved into our property. Initially the internet was up and running but after a month or so the the ONT alarm was red and the PON light was off. Took us two weeks to get sky out and today after a second engineer (virgin line apparently) the same issue has arisen again.

Can Sky assist with this as we don't want to keep having issues all the time, surely it should have been fixed after two engineers have come out.

raising it with Sky but can't get through to anyone who can assist 

[Chrisee]

@Sky1234 it is very unusual to have multiple issues where the fibre service fails but this normally requires Openreach to send an engineer which can take a while to arrange  . However the first step is to report the problem to Sky to help you I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Youbshould be paid compensation for extended periods without service see Customer Auto-Compensation | Sky Help | Sky.com

[Sky1234]

Thanks so much. I'm going to contact sky again (although we are a bit tired of sitting on the phone and having to make multiple phone calls) we had already waited two/three weeks for the second engineer to come out (after said multiple calls). He did yesterday and the same issue arose with in the space of a couple of hours.

We had a chat last night and will also look into virgin broadband has they might provide a better service given that it is there line - but will speak with sky first (if we can get through) 

[Chrisee]

@Sky1234 this is a very unusual fault as normally Openreach full fibre is very reliable while Virgin. Unless you are in the first 31 days of your contract you would have to ask Sky to release you from contract which they will do if the fault cannot be fixed. To start that process raise a formal complaint see How to make a Sky complaint | Sky Help | Sky.com

The forum chat service is worth using as they are experienced agents with a great deal of knowledge while calling can be pot luck as to who you get. 

[Sky1234]

Thanks so much. The first time this happened they were actually quite useless. We raised the compalitn only to find it wasn't logged (3 times) meant a considerable delay. 

Hopefully we will have better luck this time.

We are self employed and work from home so internet is essential and we really need a reliable provider. It's very frustrating waiting weeks to get something fixed. I think we are with the 30 days. I will see what Skysay first to see if they can repair the issue once and for all. 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Sky1234.