Upgrade to full fibre offer by Sky

[DaveRC1]

City Fibre installed their kit last week but it's never worked. I've spoken to numerous Sky agents but they haven't got a clue what to do. I've been told by some that the fault lies outside the property and others have said it's an ISP problem. Either way they haven't got a clue what to do. Honestly Sky are totally useless and I would advise anyone thinking of taking up their offer of full fibre to stay well clear. It's now been 4 days without any internet and they just don't seem to care.

[JimM1]

@DaveRC1 What is the state and LED's on the City Fibre optical modem like! Those will show if CF are connected to the unit or not!

[DaveRC1]

All the lights are green on the City Fibre modem. Only two lights on the Sky router. Cables have been changed but still no success. Tried switching off for a period and also tried resetting.

[Chrisee]

@DaveRC1 Sky's service over City Fibre's network is very new and most Sky agents wont have dealt with issues like yours before hence the confused messaging. You fault needs escalation to the team working with City Fibre as the issue could be in the local CF network or in the baxkhaul to Sky's own network that needs clarification however your contact is only via Sky.

Unfortunately the forum escalation system is not currently available so you will have to persevere over the phone the key thing to check is your previous calls have been passed to the relevant network team.

[JimM1]

@DaveRC1 All the lights leaves it kind off open, as there are a good few variants off ONT Fibre Modem's in use and each light has a name and function, and as @Chrisee points out sky is about the best help you are going to find, but for sure you want to NOTE each off the lights and conditions they are in, and have sky run a diagnostic to your line, the Sky Hub if Internet light is out, then no authentication to the system! Link below at least to the hub lights for you!.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[DaveRC1]

Only the power and WiFi lights are green/on.

[JimM1]

@DaveRC1 What about the ONT lights, those are just as important! Power, Pon, LOS, Lan, Alarm etc few different types get installed, you can take a picture and post it up if you wish!

[DaveRC1]

All lights on.

I've been without broadband now for over a week and still they have no idea when it's going to be fixed. Sky are totally useless and I advise anyone thinking of moving over to full fibre to stay well clear.

[DaveRC1]

I have now been waiting nearly two weeks for Sky to provide me with broadband since City Fibre installed new cabling. I have repeatedly called Sky for help to fix the issue but still no engineer. Simply an appalling service. I am now at a loss as to what to do. Numerous complaints and escalations but their agents don't seem to know what to do. Has anyone had the same pathetic service and if so how did they get it resolved.

[Daniel0210]

@DaveRC1 

No need for a new thread. I've moved it into your original thread so customers here get an idea of the history to your issue. 

[JimM1]

@DaveRC1 Take a look at your by the sound off the posting SR203 Black sky hub, see if the serial number label on the back starts's D2 for a UK operating hub!