topic Re: Total lack of support from Sky in Archive

Total lack of support from Sky

Whst — Mon, 27 Dec 2021 00:38:14 GMT

I reported my phone lane was down on 15th November, I have had no broadband or Sky TV since. Sky say that there is a problem outside and will get it fixed and 6 weeks later it still hasn't been sorted. They have given us several dates that have come and gone. The latest was the 24th December which didn't happen. They do not get in touch and only contact is when I call them. They blame open reach, as far as I am aware no one from open reach has been as we haven't seen anyone. We are totally helpless and do not know what to do in order to get the problem resolved. Have been with Sky for 20 years, so it's time to leave. Has anyone else had no Sky services for over 6 weeks and what did you do. Any advise will be welcome. Thanks

Re: Total lack of support from Sky

caesarome — Mon, 27 Dec 2021 06:26:19 GMT

Your phone line being down shouldn't prevent you from watching live TV from your Sky box, it would prevent you from downloading from catchup and boxsets. A phone line down outside is the resposability of Openreach I'm afraid as all ISPs apart from Virgin who have their own network are at the mercey of them. If they gave you a 6 week estimate for the repair then it might be quite a big job so I have escalated your post to Sky who will be in touch with you regarding this via a blue chat bubble which will appear at the bottom of this page, to see if they can look into what is happening.

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 blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: Total lack of support from Sky

Mark39 — Mon, 27 Dec 2021 08:24:24 GMT

@Whst wrote:

They blame open reach, as far as I am aware no one from open reach has been as we haven't seen anyone.

Yes, Openreach own and are responsible for maintenance of the telephone/broadband network. There's little Sky or any other provider reliant on the Openreach network can do to influence their timescales. Likewise Sky are reliant on Openreach to provide progress updates that they can pass in to you. It's likely that Openreach are on the case - their timescales for an initial response are 2 - 5 working days. But depending on the cause of the problem it may take longer to fix, especially if digging work is required.

Re: Total lack of support from Sky

Lisa-P1987 — Mon, 27 Dec 2021 13:31:55 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: Total lack of support from Sky

Whst — Tue, 28 Dec 2021 11:35:16 GMT

Thanks to everyone for the information, we are aware of responsibilities of Sky and Open reach. Not having broadband effects everything in the house ie house alarm linked to landline, Hive, ring door bell. Safety camera, Alexa etc etc. The main q box will not link to the mini a boxes without internet. This has been tried by the sky engineer after 6 weeks without success. We have bought a dongle and sim data but it not man enough to deal with much other then basic WiFi in the house.
My issue was with the lack of communication from Sky and Open reach and not knowing what was going on. Also to explain why it is six weeks and still not fixed.

We have had a first message from Open reach today to say they will look at issue tomorrow morning. We will see what it brings.

Re: Total lack of support from Sky

Whst — Wed, 29 Dec 2021 10:38:15 GMT

Hello, just to let you know that Dan a lovely man from Open reach came today. First time someone from Open reach has spoken to us since 6 weeks. He wasn't aware that that it was 6 weeks since the outage, had no notes and thought it was a new job. He could not understand why nothing has been done and diagnosed the same problem as 6 weeks and gone away as it's not a job that he can do. So we are not any further with getting our phone line. Despair.

Re: Total lack of support from Sky

Lisa-P1987 — Fri, 31 Dec 2021 10:04:11 GMT

Update – Thanks for chatting to us. We are still waiting to discuss with you about this. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Total lack of support from Sky

Whst — Fri, 31 Dec 2021 10:30:33 GMT

Hello Lisa, I don't know how to chat to you. I am old and not so good on computer. Dan from Open reach came on 29th December and spoke to us. Like I have already said he thought it was a new problem and had no notes. After talking to his office he said the same thing that they will need to dig the road, exactly what they said 4 weeks ago. So we still have no phone line and they don't know when they will do it. So 6 and a half weeks and we wait for a definitive answer. Thanks for trying to help, anything you can do to expedite this will help.

Re: Total lack of support from Sky

Mark39 — Fri, 31 Dec 2021 10:41:20 GMT

@Whst I've flagged your reply to Sky again. Look out for the online chat 'bubble' towards the bottom of the page and an email or private message inviting you to chat online.

If you click on this link, there's an explanation of how the online chat works and what to look out for: https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Where the work involves digging up the road, it can take a while, I'm afraid, as Council permissions have to be obtained and a third party contractor engaged to do the work. The Christmas break won't have helped either.

Re: Total lack of support from Sky

Whst — Fri, 31 Dec 2021 10:56:07 GMT

Thanks Mark, I will look out for the blue bubble, haven't seen one yet.

Re: Total lack of support from Sky

Mark39 — Fri, 31 Dec 2021 10:59:10 GMT

@Whst wrote:

Thanks Mark, I will look out for the blue bubble, haven't seen one yet.

It should be some time later today.

Re: Total lack of support from Sky

Lisa-P1987 — Tue, 04 Jan 2022 08:50:30 GMT

Update – Thanks for chatting to us. We are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks