Sky Broadband Fault

alamaya

Hi all,

Had to ring sky up on Mon night. Broadband after working for a year with them suddenly packed in.
2 hours on phone my husband could not sort the problem with tech.

We then get told its being passed to level 2 tech and we will get a call back in 72 hours (lovely).
That is at 6pm tonight and as of yet we have had no phonecall.

What happens if they say they dont know whats up? We have no service yet still paying for it.

spike7451

alamaya wrote: »

Hi all,

Had to ring sky up on Mon night. Broadband after working for a year with them suddenly packed in.
2 hours on phone my husband could not sort the problem with tech.

We then get told its being passed to level 2 tech and we will get a call back in 72 hours (lovely).
That is at 6pm tonight and as of yet we have had no phonecall.

What happens if they say they dont know whats up? We have no service yet still paying for it.

Were you in chance talking to the Tier 1 support in the Philapinnes?
If so,don't pin your hopes on a callback.Tier 1 & Tier 2 are now inbound only & can't make outgoing calls.
What the Tier 1 person you were speaking to is given you a fault ticket number & put you thru to Tier 2 so they can do online testing & log a fault to BT while you are on the phone.
I used to work in the Tier 1 & then the Tier 2 tech support,which is in Scotland & Belfast.Tier 2 are only open between 8am & 10pm Mon thru Sunday.Outside this time you get put thru to the idiots in Tier 1 Lipa.
Using the Tier1 testing which is PC based yes/no system should only take,at the most,20 minutes,if the bloke took two hours......

penrhyn

OP, What are the symptoms?

macman

Indeed, 'broadband packed in' does not really give much of a clue.
You are being very quick to harrangue Sky, but there is no evidence to say whether the fault is with Sky, or with your own equipment, internal wiring or PC (none of the latter being Sky's responsibility).
Are Sky also your line rental provider? is your phone line still working?
What tests have you (and Sky) carried out so far?

spike7451

macman wrote: »

Indeed, 'broadband packed in' does not really give much of a clue.
You are being very quick to harrangue Sky, but there is no evidence to say whether the fault is with Sky, or with your own equipment, internal wiring or PC (none of the latter being Sky's responsibility).
Are Sky also your line rental provider? is your phone line still working?
What tests have you (and Sky) carried out so far?

mac,
If the OP only got as far as Tier 1,then it will only be basic set up & configuration,wireless settings if OP is wireless.Pinging by domain & IP,reset IP.That sort of thing.

Line testing ect is done by Tier 2.

alamaya

Sorry i couldnt reply last night can only get on the internet at work.
Trying to make sure i cover everything.
Everything is with Sky including line rental.
I dont know what more i can say other than broadband not working as i honestly dont know the problem. I would possibly suspect our systems if it were not the fact my hubby is ethernet and i am wireless and neither of us can get on the system.

Hubby has been checking stuff as he had to work late last night so cant call till tonight. (sky wont talk to me) if he removes the connection from modem to phoneline then the wireless light kicks in and i get directed to the sky broadband error page. If he plugs in the connection the wireless light goes off and the internet light goes from nothing to red.??

Not sure what this means. Could the modem to phoneline wire be broken?

macman

More advice could be given if you answer the questions already raised earlier-what have you already been through with Sky and what tests have been done?
The status of the wireless light isn't really relevant, as you said that you can neither connect by ethernet or wireless. If you cannot connect using 2 different PC's, then it's unlikely the fault is with the PC's. Removing the RJ11 is bound to give you an error message, as then you have no connection of any kind to the line.
Have you tried powering off the router, waiting a couple of minutes and rebooting it?
Are you connecting to the master socket or to an extension socket? if the latter, retest using the BT test socket behind the master socket split faceplate. This will rule out any problems with your internal wiring.
Do you have known good ADSL filters on all your active extensions?
Make and model of your router please?

xbrenx

Can't resist this..

Have you tried switching it off and on again?

macman

One would hope that even Sky 'Tier 1' would have covered that option...