I have a Sky Fibre Max connection that is normally rock solid. It recently spent six weeks connected at 80,000 Mbps down /19,999 Mbps up without dropping the connection. It only finally dropped and reconnected last week due to a brief power cut.
On Tuesday this week I returned home from holiday at around midday. At 12:40, as I was unpacking and putting stuff away, my house alarm started beeping to indicate that it had lost connection to the phone line. I picked up my phone to check if there was any dialling tone and hear a clunk...cluck sound 3 or 4 times and then the dialling tone returned. I looked at my Sky Hub and saw all the lights still on so thought everything was still connected. As I was busy it was another half an hour before I picked up my iPad to check my email. It was then I realised my connection was down. On checking my PC running Router Stats I could see it had dropped at the time of the line issue.
The internet light on the router stays off (but has gone orange a couple of times) and no amount of rebooting makes a difference. It doesn't appear to make any attempt to connect and appears to behave as if there is no fibre connection at all. My personal theory is that an Openreach engineer working on something has inadvertently disconnected my connection either at the exchange or the cabinet.
I rang Sky and they ran their tests. It did actually pass the line test, but the agent offered to arrange an Openreach engineer for the next day, with the requirement that someone be home (no weekend appointments with Openreach). As we'd been away for two weeks, that wasn't going to be possible so I said I'd need to speak to work to arrange something and the agent said he'd add the notes to my account and to ring back when I could arrange a suitable date.
The following day my boss agreed that I could book a day off at short notice and I got back in touch with Sky via their SMS chat service. The agent there had to run all the tests again (same result) but said she couldn't arrange an engineer until I was home for them to do further tests (that had already been done the previous day). Despite using a pre-filtered faceplate (BT Mk. 2 that a BT engineer fitted a few years ago after previous ADSL issues) I'd also tested via the test socket to rule out internal issues, but she still insisted on me calling them from home.
I then called them again on my lunch break and spoke to another agent who ran the line tests again, with the same result of it passing. She then offered to send an engineer on Sunday. I asked if this would be an Openreach engineer, but was told this would be a Sky Broadband engineer as they couldn't escalate to Openreach at this point, despite them offering to do just that 24 hours earlier. She told me that they have to do this to rule out internal wiring issues and the possibility that the router is at fault. I'm not sure how likely it is to be the router given it happened at the same time as an issue on the voice line, unless it's somehow caused a power surge that has blown the modem in the router that works fine otherwise. Is that a possible scenario?
As it stands, I have no internet until at least Sunday and am realising just how reliant on the internet my smart home devices actually are. I much preferred the old Be Bulgarian support team when I was on Be and then Sky Broadband Pro. How long does it take to actually get an issue escalated to Openreach?