Landline phone down and intermittent broadband

[terry8591]

Hi, I hope someone can help me. On Thursday morning at around 11am I lost both my landline for the telephone and broadband. I phoned sky from a neighbours house and arranged for an engineer to come on Monday. On Friday evenening at about 6pm my broadband came back on and I received a text from Sky asking if the broadband was ok and I replied 'fixed' which cancelled the engineer. This morning my broadband was down again and my phone is still dead. Could someone please check at Sky's end because I'm sure the problem is not inside the house. BTW, when the line dropped on Thursday, there were some workmen tying a blue rope around the bottom of the telegraph pole that connects to my house, so not sure if they had accidentally affected the connection. I don't know how long my internet will be up so I don't know if I'll see an email reply, as my phone only receives texts.

Thanks in advance.

[terry8591]

P.S. I forgot to say that the broadband came back on at 3pm to, which is why I can make this post. The phoneline is still completely dead though.

[caesarome]

@terry8591 

See if you can run this line test to see if a fault is found outside of your property and if something is found you can book an engineer repair, ignore the fact it says it will test your broadband:

https://www.sky.com/help/home/broadband/my-broadband-speed/no-connection-slow-wifi/articles/broadban...

You can also run this test via the MySky app.

Let us know how you get on.

[terry8591]

Thanks for the reply. I ran the test twice and it said "Oops, that didn't work" and the house symbol had a red exclaimation mark and a red line going out of the house. If I click the second dot under the house it says, "There's a problem with your broadband". Ironically the broadband is working at the moment, but could drop any moment. The phoneline is still dead.

[caesarome]

To get you some help with this I have escalated your post to the Sky Messaging team who will hopefully be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[terry8591]

Thanks, for the reply. Yes, I've been through this a few times in the last few months!

[Lisa-P1987]

We are still looking to help you terry8591. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks