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Internet Restored in Neston Following Significant Outage

Published: 18th October 2018 09:29

Homes and businesses throughout Neston have had their broadband connection restored today, after a serious cable break left them disconnected for most of Wednesday 17 October.

Mainly Sky users were affected by the outage, which was caused by a cable being damaged during roadworks in the area.  It led to users throughout Wirral and beyond being left with no internet from early afternoon on Wednesday until the morning of Thursday 18 October.

Cable damaged by roadworks

A photo of the damage (above) was posted on Twitter by the Sky help team, but did not reveal the exact location of the roadworks concerned. They tweeted: "During roadworks the cables that provide fibre to your home were badly broken. Engineers are onsite to clear the area & repair the cables. The damage is extensive & likely to take all night to fix. We are sorry for the unexpected issue & we will keep you updated."

Users were advised to contact Accounts & Billing at Sky to discuss reimbursement for the loss of 'phone and internet service.


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M 6000
At 17:30 on 18th October 2018, M 6000 commented:
Well well, so Sky knew it was their fault all along!! Id been trying off and on most of the afternoon ,cables in and out and off, and then after teatime, this appeared on my screen suggesting the problem was mine . DIDNT bother to do the repairs suggested as was going out and by morning -- back on again. Really Sky, you should be more up front! http://[fd70:33:e23c:0:9221:6ff:febb:99c8]/sky_self_heal-connection_type_inLife.html
Carrie Spacey
At 20:58 on 18th October 2018, Carrie Spacey responded:
Sky seem to have delivered a mixture of service levels. I received text messages roughly every hour, directing me to new updates about the issue. My impression is that they didn’t cause the problem but worked hard to fix it. Annoying as it was to be offline for so long, I felt they remained on top of it.
M 6000
At 23:06 on 18th October 2018, M 6000 commented:
Yes rather than fault , I should have said the outage was their problem.

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