Thanks for nothing

[BerksSky01]

I would like to thank Sky for doing absolutly nothing. My Broadband failed on Sunday 23rd November repaired on Wed 26th November 3 Openreach  engineers and 1 new cable later. It fails again on 27th November (same probkem). And all Sky can say is its not our problem....yet are still happy to charge me for a Service i have recieved for less than 12hrs this week.....absolutly awful customer service that just puts up prices for a sub standard [removed] service

Moderator notes: Removed swearing

[caesarome]

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@BerksSky01 wrote:

And all Sky can say is its not our problem

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@BerksSky01 

Is this when you called them or ran the online tests ?

What lights are lit on your hub ?

[BerksSky01]

It was when i called them after the 2nd total loss of service on Thursday 27th. After the first re cabling and repair on Wed 26th. The problem being that Sky are the comoany that bill us yet SKY take no responsibility for their 3rd oarty contractors namely Openreach and their shoddy work. I dont employ Openreach Sky do. Yet all Sky do is fob customers off. The annoying thing is that both Openreach and Sky know that this connection is the weak point in the system and have known this for years but dont inform the customer when they purchase their packages that the high speed broadband has a major flaw in the connection.

[Chrisee]

@BerksSky01 you have a valid argument except that Openreach are effectively a monopoly supplier who own and maintain the network Sky have to use to provide your broadband. Sky have started using a second network namely City Fibre but their network is tiny in comparison to Openreach. 

[JimM1]

@BerksSky01 Where did your cable fail External or Internal on the Fibre connection, and yes the Fibre is delicate which the Installers try to protect, if you have a different installation and the Fibre is extending well into the home you can say, will help to guide with the answer! 

Failure at a splice point CSP is just not a common but it can happen!

[BerksSky01]

The reason i am so annoyed about all of this is i previosly had Sky plus hd and had the same issues with my broadband. As soon as it got cold or the wind blew faster than 10 mph the cable splice failed. I was assured by Sky that this could not happen with their new fibre optic cable and Sky glass set up. But it has now happened twice in less than 72hrs meaning i am effectvely paying a subscription for a service i am not recieving.It is costing me time and money to repair as i am having to take leave to wait for engineers and use mobile data while my Broadband is down.Yet Sky are well aware of this connection issue and have done absolutly nothing to remedy it in the longterm. Sky just lie to customers about their systems reliability at the point of sale. Knowing that in bad weather this fibre optic cable has a 50% failure rate.

[BerksSky01]

Failure at the grey box on the side of the house is the most common failure of the Broadband connection. I have had 3 openreach engineers tell me the same thing the moment they see the red light on the ONT box in the house they go to the grey connection box on the outside wall of my property and find the splice has failed. My eldest son also works for Openreach and 9 out of 10 calls he attends ends up being a cable splice failure.

[TimmyBGood]

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@BerksSky01 wrote:

. Sky just lie to customers about their systems reliability at the point of sale. Knowing that in bad weather this fibre optic cable has a 50% failure rate.

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Optical fibre is immune to the myriad electrical faults of the legacy copper network, and so it's reasonable to claim it's far more reliable.  If there's a mechanical defect in the integrity of the optical circuit to your address then that's different, and up to the monopoly network maintainer to resolve.

If optical connection had anything like a 50% failure rate overall this forum would melt.

[BerksSky01]

Thank you for your reply i can only go on what my son says about his workload so far today he has attended 5 jobs since 8 am this morning and 3 are cable splice failures within the grey box on top of that i only had 3 openreach engineers here on Wednesday telling me the same thing. The cable splice is the weak point in the set up and as soon as they see the middle red light on the ONT box they know exactly where to look. I am only passing on infomation i have been directly told be the people that work on the system and my own expirences with Sky customer service

[JimM1]

@BerksSky01 Thanks for the reply, glad now i got my CSP splice point put inside the home, still colder area as inside the dormer roof space but one to keep the eye on, been in over a year now so just not had it so far touch wood!

The heated Fusion splice may just be something OR will have to look at, they sure wont be wanting to do that all the time!

[BerksSky01]

• My open reach engineer has just arrived and guess where the first place he went was......the grey box on the side of the house and guess what the fault was....A CABLE SPLICE FAILURE....twice this week due to cold. Strange that the engineers know exactly where to look if its not a common fault....as some on this forum claim it is not....

[JimM1]

@BerksSky01 Have your son go get a polystyrene cover to fit over the CSP, it may help to keep the cold at bay and messing with the splice!