topic Re: Landline connection suddenly failed for no obvious reason in Talk

Landline connection suddenly failed for no obvious reason

Libbers — Sat, 21 Jan 2023 22:26:51 GMT

On Wednesday morning I found I suddenly had no dialling tone on my landline and a message on all handsets said CHECK PHONE LINE. When calling my number I got an engaged tone for three rings and then the call automatically ended. My Superfast Broadband still worked fine. I tested the signal and the speeds were as expected. The sky website showed that there were no problems in my area.

I followed the advice on the sky website dialogue, including plugging the phone directly into the main wall socket etc, but no change. I got in touch with a sky engineer on Wednesday afternoon via a 0333 759 xxxx number given on the website. After making some checks the agent told me that the problem would need to raised with BT Openreach. Having checked the status of my service request in MY ORDERS as suggested, there is no update three days later. The only info there suggests that a sky engineer has been booked for an installation... This seems like a default message.

As of today, I still have no line and there is no longer any engaged tone - calling my number now makes no connection at all. I've tried today to contact BT Openreach directly via their 61998 Text service but the automatic reply is as I pay my bills via sky they can offer no help.

Can anyone advise how this service / repair should be handled? I'm just left without a line and have no idea when i can expect any resolution to the problem.

Thanks in advance.

Kevin

Re: Landline connection suddenly failed for no obvious reason

caesarome — Sat, 21 Jan 2023 22:33:36 GMT

If this was reported to Openreach on Wednesday then as they aim to repair such faults within 3-5 working days so the weekend is not included in this so hopefully all being well they will fix it from Omday onwards for you,

Re: Landline connection suddenly failed for no obvious reason

Libbers — Sat, 21 Jan 2023 22:37:59 GMT

@caesarome Thanks for explaining. 48 hours had been mentioned but I guess I just have to wait, before chasing this.

Re: Landline connection suddenly failed for no obvious reason

TimmyBGood — Sun, 22 Jan 2023 11:01:48 GMT

@Libbers wrote:

48 hours had been mentioned

The Openreach target is end of the second working day starting the next working day morning after a fault is logged by an ISP.

Unfortunately once call centre opening times and weekends are factored in that does mean '48 hours' can turn into the best part of a week depending on when the subscriber contacts their provider (and Openreach report actually meeting this target for around 85% of faults).

Re: Landline connection suddenly failed for no obvious reason

Libbers — Sun, 22 Jan 2023 12:12:34 GMT

Thanks for this. I guess I just have to wait, Openreach have my mobile number. Do you know if the response time have been better if I was a BT customer?

Re: Landline connection suddenly failed for no obvious reason

TimmyBGood — Sun, 22 Jan 2023 13:55:57 GMT

@Libbers

Openreach is specifically forbidden from providing BT with 'better' support than competing ISPs: there's a department within Ofcom dedicated to monitoring this.

Re: Landline connection suddenly failed for no obvious reason

Libbers — Tue, 24 Jan 2023 18:26:54 GMT

@caesarome @TimmyBGood - well, this morning my landline just as suddenly started working again as when it stopped last Wednesday. I appreciate your advice to be patient 🙂