Openreach (or lack of) and Sky

[mc321]

Started having issues with both internet and landline on wednesday

Internet was randomly disconnecting/connecting non stop,sometimes after a few minutes,sometimes it would stay on for maybe half an hour,it was just random.

When it did eventually connect,the highest speed which was available was 8mb(instead of the normal 50 that it has always been)

The landline also developed horrible interference and was just pure luck if it was useable to be able to hear to talk to anyone.

I got in touch with sky and they ran tests and said there is an external issue so have booked an engineer and it would be sorted within 1 to 2 days (today is the day that someone should have been out to sort it).

I could see in my account that there is an engineer booked but it just said "in progress coming soon.Arrival time and date to be confirmed"

On thursday,the internet went off completely and the landline died altogether at one point.

When the internet eventually did come back on it wouldnt stay connected for more than a few minutes at a time and the landline was completely unuseable due to the interference so i managed to get in touch with sky on thursday evening (they had to ring me back on a mobile as the landline was so bad i couldnt hear anything)just to confirm that someone would definately be out friday (today) because the notice in my account still had nothing confirmed about a date and to update them that the issue had gotten worse than the previous day when i first reported it.

I was assured someone would be sent out today as this was 48hours but incase nobody did come out to fix the fault then to ring sky back today.

The 2 people that i spoke with on wednesday and thursday couldnt have been more helpful and were really nice.

Now.....the fault still persists today and still nothing has updated on my account message about the engineer booked so i rang sky as i had been asked to and was informed that openreach were on strike today and monday (which in reality meant nobody was coming) but the person i spoke to wouldnt confirm it if someone would be out or not.

The person i spoke to today was awful,blunt,rude and came across with a rotten attitude.Complete opposite the 2 i spoke to earlier in the week.

I was also told that some jobs would need to be rescheduled because of the strike,with no explanation as to whether this would mean my job or not and if so how would it be rescheduled,by me?by sky?would anyone let me know?

She just came across like she couldnt be bothered and when i tried to explain what the issue was and mentioned about the lack of internet speed compared to what i would normally get i was abruptly told that i am not guaranteed the speed i was explaining it should be (and always has been),despite it now never going above 8mb.Well i know that and i know what speed i am guaranteed and that wasnt what i was trying to point out but she wouldnt listen to what i was trying to explain....

So my question is now...What is going on with my issue?

Will sky reshedule the appointment? Is anyone likely to fix it today? She wouldnt tell me and said i have to wait until the end of closing at 6pm.But if nobody does anything by then,its too late to do anything about it becuase its the weekend.!

I asked if engineers worked at the weekend incase someone would fix it over the weekend if they werent going to do it today and was told that she didnt know and some engineers do and some engineers dont.

Basically it was like talking to a brick wall.

And also if openreach go on strike (totally understand its not skys fault)and sky have booked appointments for customers,then it would be nice of sky to actually let us know that things have been cancelled and/or rescheduled.A simple text would do.

As it stands im just left in limbo now and dont know whats going on or when and have someone reliant on the landline which at present is just a lottery as to whether it is useable or not and worringly it sounds as though at the very earliest,there will be no openreach engineers til at least tuesday next week to check out the fault.

A bit of communication wouldnt go amiss in these situations sky.

[Highlinder]

@mc321If you was supposed to get a fix done by Openreach that is not happening today or Monday due to strike action, this is why Sky have changed the date to get your fault fixed.

[mc321]

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@Highlinder wrote:

@mc321If you was supposed to get a fix done by Openreach that is not happening today or Monday due to strike action, this is why Sky have changed the date to get your fault fixed.

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Have they changed the date? You seem to know more than me lol

Thats one of the problems i just wrote above,i have no date,i have never been given a definite date,i have never had notification of a date in my account,it just says to be confirmed since wednesday as i wrote above.

I have no clue now if it has been changed til next week or not because the person i spoke to last, gave me zero info and seemed somewhat not bothered.

And as i also wrote,if it has been changed the it would have been nice to have been told about it from sky instead of basically been told to suck it and see and left in limbo.

[GD1]

@mc321  Given Openreach are on strike today & monday and they don't work weekends, then quite obviously the date would have to be changed.

[Highlinder]

@mc321If you would like to find out the date that this fault is going to be fixed, Sky are the ones that can tell you. If there is no information in track orders in my account. Then it is Sky that you really need to contact.

[mc321]

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@Highlinder wrote:

@mc321If you would like to find out the date that this fault is going to be fixed, Sky are the ones that can tell you. If there is no information in track orders in my account. Then it is Sky that you really need to contact.

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Yeah,unfortunately thats why i came here as i have spoken to sky as mentioned and to say they were being vague and unhelpful is the understatement of the year

I will try again soon and hope i can speak to someone more helpful 👌

[Chrisee]

@mc321 if you stop and think for a moment most of the work already scheduled for the strike days of 29th July and 1st August will have to be rescheduled. Your fault will only be actioned once that backlog clears. Sky are not being difficult they simply dont have a date from Openreach who in normal circumstances have a SLA to do a remote line check within 2 working days of a report the first of which would beTuesday but things are not normal due to the strike and which enginners are working which arent etc etc.

[mc321]

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@Chrisee wrote:

@mc321 if you stop and think for a moment most of the work already scheduled for the strike days of 29th July and 1st August will have to be rescheduled. Your fault will only be actioned once that backlog clears. Sky are not being difficult they simply dont have a date from Openreach who in normal circumstances have a SLA to do a remote line check within 2 working days of a report the first of which would beTuesday but things are not normal due to the strike and which enginners are working which arent etc etc.

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Ahhh yes,vintage "oracle"

Your defence of the incompetence of sky is laughable.Admirable but laughable.

I managed to speak with another nice chap on friday evening after i rang at 6pm like i was asked to if the fault hadnt been fixed,who ensured me everything was in order,and confirmed nobody would be out over the weekend due to the strike and was apologetic and helpful and told me someone would be out tuesday or wednesday this week.Again,really helpful like the first people i had spoken with earlier in the week.

All good.........or so i thought.

On sunday,the notice of the engineer booking that was showing in my account in my orders mysteriously disappeared.

So i rang again this morning to find out why the booking had disappeared and was told that there never was a booking in the first place because it had never even been passed on to openreach for an engineer to come out and that someone from the sky network team? had checked the line on sunday (even though they apparantly dont work on a sunday)and come to the conclusion there was nothing wrong, so the report had been cancelled and no engineer booked.(despite an engineer having been booked last wednesday)

Then they did a line test (3rd person that has done this) and despite the previous 2 people that did it confirming there was an issue(and had booked an engineer from openreach) and also me testing it from my end from the app,which is showing as there is a fault,the sky website which is showing as there being a fault,and also it can be seen from logging into the router and seeing the connection and speeds showing there is a problem,and also not having a useable phone line since last wednesday and just a pot luck situation if i have any internet connection at all,they claimed there was nothing wrong with the line and that i now have to book an engineer !!

Something Ive been trying to do since wednesday last week.!!!

Unbelievable jeff!😂

So alledgedly now someone is coming on wednesday to fix it.I live in hope and my fingers and various other appendages are crossed,but yes,in the meantime its me that needs to " stop and think for a moment" because its obviously nothing to do with sky making a complete hash of this at all 🙄

[Daniel0210]

@mc321 

Some Sky teams work at the weekend. Openreach don't work on domestic broadband at weekends. 

[mc321]

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@Daniel0210 wrote:

@mc321 

Some Sky teams work at the weekend. Openreach don't work on domestic broadband at weekends. 

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Yes,seemingly so....especially those that take it upon themselves to cancel openreach appointments that have already (supposedly) have been made (or not,depending on which person you want to believe) and booked ,without any explanation or contact, to leave customers with an unusable phone line and internet.

If i hadnt phoned them today to find out what had happened to the appointment,i would have been waiting til wednesday evening and nobody would have turned up then i would have had to try and book another appointment which would have been at least friday.

Still,as mentioned above i have been given an appointment for this wednesday now so hopefully all will be sorted then 🤞

[Chrisee]

@mc321 sorry you do not accept the factual explanation I gave for the delay. However as you obviously know better enjoy your day..

[abramczyk]

Hello,

I have had the same problem as yours, all broadband connection issues happened to me as you described, however it was in April, 2022.  My broadband started crashing many times every day and finally completely gone. All those made horrible impact on my job. 

Finally, I have managed to contact  the Customer Service and agreed with them to upgrade my over 10-year contract with Sky with fiber option (which monthly payments actually is few quid cheaper than my old £40 no-fiber contract).

In short time, I received new Sky hub and they set up an engineer visit as well. A day before d-day (the mid of May), I have got a message, that Openreach' visit is postponed up to .... (!) 29th July, nearly 3 months later from original installation day. 

In meantime, during waiting days, miraculously, my old Sky broadband started working well.

Happy with working my old Sky internet, tired to wait for an upgrade,  I decided to cancel the visit and returned the hub (in the end of June) . 

My happiness with working old Sky broadband lasted until... 30th July. Suddently my broadband started  crashing again and no internet for hours. 

I am really frustracted, because in my academic work nature, a half time I used to spend in the wet lab (mostly not much time for comp work) and the rest job do at home working on project design and meetings. 

All problems with internet deeply effected my work efficiency and nearly lost my job.

I have to add, Sky offered me a 'sorry' compensation (£252) what actually sounds as a nice gusture, however taking under considaration nearly 3 months without working internet (while I still payed my old contract £40-monthly x3) + all uncountable damages in my work career, it is only a drop in the sea. 

My bad, I should switch provider long time ago, but they say as well - it is gonna take 3 months to switch and activate new contract, so I am still with Sky, and until I really get angry.

I am gonna wait few days and make a final decision.

I hope, other people do not have such sever problems.

Regards,