topic Re: Open Reach cut phone line in error in Talk

Open Reach cut phone line in error

JM_ — Fri, 13 Jun 2025 07:37:15 GMT

My elderly vulnerable parents were due to have their fibre broadband upgraded by Open Reach. They cut their phone line in error.

It has been 3 weeks with no TV or landline, Sky are unable to provide any significant update or schedule for when this will be resolved. As they are elderly, no phone line and poor mobile signal this is concerning us and causing them great distress. Unsure how to escalate this.

Re: Open Reach cut phone line in error

JimM1 — Fri, 13 Jun 2025 08:29:48 GMT

@JM_ Sorry not getting it, even though OR messed up WHY did they not just reconnect the phone line and just walk away!

The first red flag, poor mobile you are not getting Fibre especially for the elderly, no back up when the Fibre Network get's faulty.....

Re: Open Reach cut phone line in error

JM_ — Fri, 13 Jun 2025 08:45:01 GMT

They did not just reconnect as the resolution appears to be more complicated. However no details or timeline, and 2 calls to my parents to say just that.

As I say my concern is them not having a phoneline.

Not getting the "red flag" point sorry. I would assume Fiber is more reliable. But the lack of TV or internet, an inconvienience, is not the 1st concern for a vulnerable couple.

Re: Open Reach cut phone line in error

Daniel0210 — Fri, 13 Jun 2025 09:48:37 GMT

@JM_

Whoever is the account holder needs to contact Sky to see if they've received any updates from Openreach. OR are not known for their promptness in this regard.

You say your parents are vulnerable so if they have health issues including those that affect their ability to communicate, it may be worth them registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

Re: Open Reach cut phone line in error

Mark39 — Fri, 13 Jun 2025 10:02:24 GMT

@JM_ if your parents now have fibre (a separate fibre optic cable to their property) the old phone line serves no purpose and doesn't need to be reconnected.

The phone service is provided via their broadband Hub. There's a phone socket at the back of the Hub, where the phone must be plugged in.

If installation of the fibre service hasn't yet been completed, they will need to contact Sky for an update.

Re: Open Reach cut phone line in error

JM_ — Fri, 13 Jun 2025 16:47:22 GMT

Thank you for the response. Appreciate it.

Re: Open Reach cut phone line in error

TimmyBGood — Sat, 14 Jun 2025 10:29:16 GMT

@JimM1 wrote:

Sorry not getting it, even though OR messed up WHY did they not just reconnect the phone line and just walk away!

One typical scenario is where an installer decides to attempt to use the existing copper cable as a draw cord for the new optical fibre and then finds the duct is blocked, so leaving both circuits unviable.