Where do i stand

[Ronafin]

Have been having problems with my broadband keep dropping out. Had a sky engineer out on 25th June, and this has been followed by 2 visits from Openreach who carried out 3 repairs, one in the green box, one in the cabinet at the top of the pole and one outside the property. Also ran a new line into the property. Today the broadband has dropped out 7 times.

Made a complaint, asked for an email reply but got a call instead and all they did was go thru the troubleshooting procedure.

I am at my wits end. Where do i stand contract wise? Can i call cancellations and demand to cancel my contract for broadband as sky are not providing the service they should? Anything else i can do?

[Daniel0210]

@Ronafin 

You firstly need to be aware that it the issue is outside your address, if you leave Sky the problem will still be there should you switch to another provider using the Openreach infrastructure.

[Ronafin]

Well use dto have virgin broadband with no problems at all. So would go back to that if i have to.

[jamesn123]

Hi @Ronafin 

Can you post your router stats?

[TimmyBGood]

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@Ronafin wrote:

Where do i stand contract wise? Can i call cancellations and demand to cancel my contract for broadband as sky are not providing the service they should? Anything else i can do?

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Don't 'demand': politely but firmly insist.  Typically after multiple Openreach visits have failed to resolve the issue an ISP will be only too happy to get the address off their books 

[Ronafin]

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 57133 73787 0 8417 97814 00:32:39 LAN Up 16016382 5589130 0 679474 23243 111:10:26 WLAN (2.4 GHz) Up 2561627 312330 0 5775 0 89:35:16 WLAN (5 GHz) Up 76545296 71728004 0 0 0 89:22:17

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Broadband Link Downstream Upstream Connection Speed 157899 kbps 30048 kbps Line Attenuation D1(29.3 dB) , D2(0.0 dB) , D3(0.0 dB) U0(0.0 dB) , U1(0.0 dB) , U2(0.0 dB) Noise Margin 19.1 dB 19.0 dB

[jamesn123]

@Ronafin 

Yeah does look like your line is dropping out on the WAN so wouldnt suspect anything internal or the router. I'm afraid the best you can do is keep on to Sky to see if they will resolve the issue. If they cant they should release you from contract FOC. If you wish I can escalate your post here so you can chat to Sky agents rather than having to call

[Ronafin]

Yes, that would be great. 

[jamesn123]

@Ronafin 

I've flagged your post to Sky, look out for an email or message on the forum

[Ronafin]

Many thanks

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂