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СпутникиРНSpaceXРоскосмосNASAI’m starting a new thread because the handling of this issue has become so ridiculous that I want the entire sequence documented in one place.The actual fault:In my new home, my Sky Q Mini boxes have been working fine for weeks. As of last night, they will connect to the broadband and work normally for approximately 30 seconds, then the connection drops out. They subsequently lose connection and become unusable. The main Sky Q box itself is working normally.This isn’t an intermittent “sometimes it doesn’t connect” situation. The behaviour is remarkably consistent: connects → works for around 30 seconds → connection drops.I have already completed the troubleshooting Sky has asked me to carry out, but the problem remains.And this is where what should have been a straightforward technical fault has turned into an absolute customer-service disaster.First, I contacted Sky by phone. I spent roughly an hour going through troubleshooting that I had already done. We went through the usual procedures, but the problem remained.At that point, the proposed solution was an engineer appointment nearly THREE WEEKS away.I then pointed out that there are numerous reports on this forum of other customers experiencing the same or very similar problem.And this is important: Sky not being able to identify the cause does NOT mean there is no issue. “We can’t identify it” and “there is no fault” are two completely different things.I then tried to pursue the issue through Community support.That process is a disaster in itself.It isn’t live support, so you can’t actually have a conversation in real time. I don’t receive a notification when someone replies. If I leave the session, I’m logged out. When I log back in, I have to go through 2FA again.Then I was passed to another advisor who couldn’t see the authentication information I’d already provided, so I had to authenticate AGAIN.The replacement advisor then had to read through the previous notes just to establish what had already happened.After all of that, the answer was effectively still:“Wait for an engineer.”There was apparently also some sort of callback/request process that I was led to believe might help with getting an earlier appointment. It turns out that apparently isn’t actually capable of producing an earlier appointment either.And then we reached the latest level of incompetence.I was under the impression that an engineer appointment had been arranged.It hadn’t.The latest advisor actually confirmed:“I can confirm that there isn’t currently a visit in place.”So after hours of dealing with Sky, repeating troubleshooting, authenticating myself multiple times, explaining the history to different advisors and trying to navigate the Community process, I discovered that I DON’T EVEN HAVE THE ENGINEER APPOINTMENT I WAS LED TO BELIEVE HAD BEEN BOOKED.And now I have to ask Sky to book the appointment.Seriously.I am paying for a Sky service that includes Multiroom. I currently cannot use my Mini boxes because of this fault.Do Sky genuinely think I don’t want the engineer visit?Of course I want the **bleep** visit.I don’t need someone to ask me whether I’d like one. I need Sky to actually BOOK THE APPOINTMENT.Sky has offered to credit the Multiroom charge while I wait. Fine. That’s appropriate, but it doesn’t solve the problem. I don’t want a credit instead of a functioning service. I want the service I am paying for to work.The technical fault is one thing. Technology breaks. That’s life.What has made me furious is what Sky has done AFTER the fault occurred.At practically every stage, Sky’s processes have created more work, more delay and more frustration for me:Technical fault → repeat troubleshooting → weeks-long engineer wait → confusing callback process → non-live Community support → no reply notifications → forced logout → 2FA → authentication having to be repeated → new advisor having to reconstruct the case → and finally discovering that the supposedly arranged engineer appointment doesn’t actually exist.At no point should a customer have to work this hard just to get a **bleep** engineer booked.And that’s why I’m documenting this separately.I’m not expecting someone on Community to magically fix the underlying technical problem. What I want to understand is whether other customers have experienced exactly the same fault, and whether anyone has actually managed to get Sky to resolve it without waiting weeks.Because at the moment, the technical fault is frustrating.Sky’s handling of it is what has made me absolutely furious.
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