Setting up internet connection

[Mkkz]

Hi there,

I have subscribed for the Sky Broadband Superfast and an engineer visited my home, setting up the router. Thereafter, I received a text message on my mobile saying that my broadband will be remotely activated the next day (16 Aug 2024).

However, I was not able to connect the internet and attemped to solve this following the instructions provided on Sky web site, but did not work. The power and wifi lights on my router are lighting green, but the internet light remains unlighted.

I called the Sky operator on 17 Aug, which was a Saturday and the operator provided me some guidance to activate the internet connection but this also did not work and she suggested dispatching their engineer to solve the problem. Unfortunately, the engineers are not available on weekends (which I understand to be reasonable) and the operator told me to wait a couple of days for an engineer to come back to me to suggest a suitable date to visit and fix the issue, but I did not receive any calls nor emails during the next few days.

I had to travel for a week and hoped that the issue might have been solved remotely, but when I came back home today, the situation had not changed.

I called the Sky operator (different person from the previous call) again, and she had offered me an engineer to visit my home next Friday (6 Sep) to fix the issue and I am currently waiting for them to come over.

Apologize for the long introduction, but not having an internet connection for another week is not ideal and wondered if anyone in this community may have ideas to allow me solve this issue.

As explained above, the set up of the router was done by the engineer so I assume there should be no issue there.  

[TimmyBGood]

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@Mkkz wrote:

wondered if anyone in this community may have ideas to allow me solve this issue.

For an external fault or a record keeping error there's nothing you can do to resolve the situation.

As explained above, the set up of the router was done by the engineer so I assume there should be no issue there.  

Unfortunately they cannot check that data is actually flowing before they leave.  Was this an FTTP installation?

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[Mkkz]

Hi @TimmyBGood,

Many thanks for your kind response and apologize for my belated reaction, since I am still in the process of familiarizing myself to this forum.

Answering your question, I understand the FTTH already existed in my flat and the work engineer performed was to just plug in the cords for the router.

In any case, another engineer should be visiting to (hopefully) resolve the issue and will let you know on the outcome. 

[Mkkz]

Hi there,

Just an update on the abovesituation; an engineer visited my flat and told me that there are two issues. One is that the LAN cable connected to the router was not really a LAN cable but a telephone cable (it was the Sky engineer who connected this) and this was redressed.

The other issue was that the FTTP to my flat was "crossing" with other cable, which means that the route setting of the cable outside of my flat seems to be unappropriate and needs to be fixed by Openreach.

As a consequence, I need to wait for the Openreach engineer to come over on Monday the week after next, which means it has taken over a month to have my broadband available after Sky has confirmed that it has been activated.

Not sure by whom the responsibility of the "crossing" should be taken by, but I do hope to be compensated from Sky for the period they had not been able to provide me their services. 

[Mkkz]

Hi there,

Just to share the consequence of this topic, an engineer from Openreach came over to my flat this week and kindly solved the issue. According to his explanation, there seemed to be a misconnection of the cables outside of my flat. Not sure how this was caused.

For my subscription fee to Sky, they seem to have reduced the billing for the next installment, so now all solved. Thank you to those who have been following this thread.