topic Re: telephone malfunction in Talk

telephone malfunction

da40 — Fri, 05 Sep 2025 11:07:32 GMT

For several days I have waited for Sky to 'fix' my landline problem..

I have been promised a Whats App call but as I am not on WhatsApp not much use.

My wife and I are both disabled and need LL for noti ce of medical calls or hospital appts (amongst other thing.

We pay SKY a lot of monet every month and we deserve better. I think engineer visit needed.

Re: telephone malfunction

Chrisee — Fri, 05 Sep 2025 11:15:18 GMT

@da40 a line fault could be anywhere between the exchange and your home so sending an engineer may not help. If you have access to a mobile give Sky a call.

Re: telephone malfunction

GD1 — Fri, 05 Sep 2025 11:16:56 GMT

@da40 In addition to @Chrisee reply have you also registered witht he accessibility team? https://www.skyaccessibility.sky/

Re: telephone malfunction

Daniel0210 — Fri, 05 Sep 2025 11:30:33 GMT

@da40
Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISP’s and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases.

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

Re: telephone malfunction

Mark39 — Fri, 05 Sep 2025 12:24:15 GMT

@da40 wrote:

For several days I have waited for Sky to 'fix' my landline problem..

@da40 was this intended to be in response to you contacting Sky to report the landline problem?