Slow Broadband 3 days and counting -- No Open Reach Engineer available

[YetiChris]

On the Sky Broadband Service Checker it says that it looks like a problem and shows 11.2 Mb/s -- too slow for me to work remotely.

Having done all the tests all I know all the connections in my house are good.

My computer is even hardwired into the modem

I should be getting 72Mb/s+

Yesterday and today we have had text messages saying Sky knows there is an issue and we dont need to contact them as it is in hand

This has been and issue 3 days now

It's a major problem as I am trying to work remotely on cmy employers machines through a PCiOP connection.

Having spoken to a Sky "specialist"  this afternoon, I found our 2 enginners have been called to the issue and have returned that is has been fixed and their external test shows good speeds of 70Mb/s +

Yet I am still only showing 11.2Mb/s and I cannot work.

Because of the positive enginners test it may take up to 72 hours more to get an Open Reach Engineer out to fix the problem.

The Sky Service checker is says the problem is outside of my house.

Its a rediculous situation that needs fixing ASAP please as we are into 4 days now of reduced connection speeds and it may continue for another 2!!

I need to get back to work - please fix ASAP -- thank you - Chris

[TimmyBGood]

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@YetiChris wrote:

Its a rediculous situation that needs fixing ASAP please as we are into 4 days now of reduced connection speeds and it may continue for another 2!!

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Unfortunately Saturday, Sunday and Bank Holiday Monday are not Openreach working days on domestic broadband contracts.

If you reported a problem last Thursday, their target for a fix would be by the end of Wednesday.

[YetiChris]

Totally useless in other words. It's a 24/7 service and should have 24/7 support

[Highlinder]

@YetiChris  If you would like 24/7  support then might look into a ISP that does that then look at the cost to yourself for that service. You get what you pay for and as @TimmyBGood  points out Openreach does not work on domestic connections during a weekend or bank holidays.

[Kevin-7248]

@YetiChris Hi, just a simple small idea you may have omitted - did you try and turn the router off, wait a minute and turn it back on again?

If the engineers have been out and your router has been fine beforehand, then a simple off and back on could restore your service. 

If not, then yes, openreach is required to attend if it is outside your property. As sky Wi-Fi engineers can only touch your internal wiring and have a look at the wiring to the junction box leading to the pole. 

[YetiChris]

Reciting company rhetoric here is not helping. Neither are patronising sugestions of switch it off and on again. Regardless of anyones political alignment within the Sky Community, noone here has offered a worthy solution. As a customer, and not someone in anyway affilated with Sky, I am finding a customer suport policy of no response for 5 - 6 days unexceptable, bank holidays or not.

[TimmyBGood]

@YetiChris 

It's not a Sky policy: it's what Openreach charges their ISP customers.  A business broadband service with, for example, a guaranteed eight hour response including weekends and bank holidays typically costs several hundred pounds per month.  Domestic internet access for £1 to £2 per day gets a three working day target time to fix (which Openreach manages to achieve about 85% of the time) : that's a major reason why it costs so much less.

[jamesn123]

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@YetiChris wrote:

Reciting company rhetoric here is not helping. Neither are patronising sugestions of switch it off and on again.

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Its a completely legitimate suggestion because after a fault fix usually the router needs to be rebooted so it can re-sync at the appropriate line speed. So if Sky said they had engineers out the other day and supposedly fixed the problem you'd likely need to unplug your hub for a minute or two. 

Why even bother coming to the forum if you are just going to reject and insult anyone who gives you clear facts, information & suggestions.

Good luck finding a 24/7 support ISP at a similar price to Sky Broadband!