Landline not working

[Bake126]

Our landline has been down for 9 days now. We have contacted Sky twice now and have been told that there is 'an outage' in the area. They have said that there is no way of contacting Outreach to chase the repair and we will just have to wait for it to be fixed. We think this is absolutely ridiculous but do not know who else to contact to sort it out. Any ideas?!

[Daniel0210]

@Bake126 

Although Openreach (not Outreach) are not very good at updating Sky and other isp's on issues there's no reason why Sky can't contact them and ask the question. Are you aware of auto compensation? See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full working days from when you first report the fault to Sky, you will become eligible for it, It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your account.

[caesarome]

If there is an outage in your area then it should appear here:

https://www.sky.com/help/servicestatus/your-services

Sadly there is nothing that can be done as it will be down to Openreach and this might take time depending on where the fault is so for example if a road needs closing they would have to apply to the local council and this is where the delays are incurred.

[Mark39]

@Bake126 unfortunately Openreach will deal with it in their own time. There's little you or Sky can do to expedite it.

[Bake126]

Thankyou very much for replying. We have had 2 separate Sky people say there is an outage, though it doesn't show on the 'service checker'. As there doesn't seem to be a system for chasing this up, you wonder whether it will ever get sorted. In this day and age, surely you shouldn't be without a landline for this long? It appears we will just have to wait and see. Thanks all for all your help!

[Mark39]

The status checker only reports major outages, I'm afraid. Outages affecting a few streets, for example, wouldn't be picked up.

Unfortunately, if remedial work involves digging up the road or footpath to gain access,to buried cables, for example, the delay may be protracted as @caesarome posted. It would involve scheduling the digging work, often carried ou by a third party contractor, and more significantly obtaining local authority permissions. I once waited 3 months for a repair to a phone line, which, to add insult to injury, was originally severed by Openreach themselves while carrying out other work in my neighbourhood.

[Bake126]

Thanks for the info. Thank goodness we have mobiles these days! We'll see what happens then.