The Crusader: Broadband bliss after cable repair | The Crusader | Finance
He’s back to where he was six weeks ago, and for a home worker floundering in the broadband disconnection wilderness, that turnaround is utter bliss. Crusader worked with Oliver Clark to get him back on track after he sent us a despairing email about his difficulties.
A Sky customer, it was his understanding that a damaged underground cable was the cause of his connection collapsing, a fault both Sky and network provider Openreach were aware of very soon after it happened. “Multiple fix dates have been promised, but they have come and gone, I’ve spent hours chasing updates but am none the wiser, my work has been really disrupted,” Oliver explained.
If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk
While he paid out to increase his data allowance on his own mobile hotspot, it wasn’t enough and lacked the convenience of his broadband connection. “My home security system depends on WiFi so I have safety concerns too. Neighbours with other providers also impacted have received temporary mobile broadband hubs. I got a small £30 credit but nothing else,” Oliver added.
A loyal Sky customer for four years, Oliver planned to stay that way too so we asked both it and Openreach if they could push ahead with a fix as soon as possible, especially given broadband was an essential service these days. That twin focus worked and shortly after Oliver reported he was back in digital touch with the world.
When we approached Sky it was most willing to help and after the resolution Openreach said: “We’re very sorry for the delay in restoring Mr [Clark’s] connection. The repair was complex and took longer than expected. We recognise this should have been resolved sooner and understand the frustration and inconvenience caused. We apologise for the disruption.”
“There’s a lot of talk these days about reliance and resilience but this has really made me aware of them especially as a home worker, what a relief,” Oliver commented. [name has been changed]
