topic No broadband or phone in Talk

No broadband or phone

Carol+Seymour — Tue, 28 Mar 2023 12:17:05 GMT

I have been without phone or broadband for a week , an engineer came, said it was the line and called open reach who came admitted it was a line fault. The last I heard was open reach was trying to get in touch with Western Power as the line was attached to WP pole . This was last Friday , I tried to find out more from Sky using a borrowed mobile but because of poor signal got cut off twice . I am completely cut off no broadband of my own, no phone I am on Sky's vulnerable list being disabled and cannot go out , 75 years old and live alone . 😢

Re: No broadband or phone

Carol+Seymour — Tue, 28 Mar 2023 12:18:42 GMT

And to add insult to injury I cannot get subtitles on my tv as they use broadband

Re: No broadband or phone

Daniel0210 — Tue, 28 Mar 2023 12:38:44 GMT

@Carol+Seymour

If Sky are aware you're a vulnerable customer I presume you have already signed up for Sky Accessibility? That offers different methods of contacting Sky. If not, in your circumstances, it may be worth you registering with the Sky Accessibility Team who may be able to help now or in the future.
https://www.skyaccessibility.sky/

I'm not sure your vulnerability will prioritise your broadband fault with Openreach though.

Re: No broadband or phone

Mark39 — Tue, 28 Mar 2023 13:09:58 GMT

@Carol+Seymour sorry to hear of the problem with your broadband and phone. Now that Openreach are involved (as they should be), it's a matter of waiting for them to fix the fault, I'm afraid It may take a little longer than normal as permissions will likely have to be obtained for the Openreach engineer to access the WP pole and then scheduling the right team to do the work.