topic Re: Engineer may have hit a live wire? in Broadband

Engineer may have hit a live wire?

djwanger — Tue, 28 Oct 2025 13:26:49 GMT

Hi All, its crazy that there isnt a way to contact sky directly about this, but wanted to get your opinion on whether its an issue or not. I had an engineer round today to drill the fibre into the property and connect me up to the ONT for full fibre, everything is working as expected so far. However I have just inspected the location where he has drilled into the wall and it looks like an existing wire may have been nicked. Could you give me some advice as to whether i should be concerned or not?

I have tried to check for leaking voltage with a pen tester and that doesnt show a solid read. I am thinking it may be an unused wire as i didnt think electricity conduit ran sideways across walls?

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Re: Engineer may have hit a live wire?

Chrisee — Tue, 28 Oct 2025 15:39:13 GMT

@djwanger if its a mains cable thst is serious however if its an old copper phone cable it is of no importance as thry are redundant as tge fibre connection replaces them.

Re: Engineer may have hit a live wire?

djwanger — Tue, 28 Oct 2025 16:27:24 GMT

Yea im trying to figure out whether its a mains cable or not. I am guessing it is as it is in conduit and traced inside the wall. However i just cant work out if its one that is in use. What is the best way to test. Is there any way i can talk directly to sky to get a professionals opinion on it?

Re: Engineer may have hit a live wire?

djwanger — Wed, 29 Oct 2025 06:13:30 GMT

Are there any Sky employees on this community that can help me get in touch with someone?

Re: Engineer may have hit a live wire?

Daniel0210 — Wed, 29 Oct 2025 10:13:30 GMT

@djwanger
The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

Re: Engineer may have hit a live wire?

GD1 — Wed, 29 Oct 2025 10:14:07 GMT

@djwanger There is no mechanism for an Community moderator to put in in direct contact with a member of staff, you will need to call.

Re: Engineer may have hit a live wire?

djwanger — Wed, 29 Oct 2025 10:29:24 GMT

ok thank you i managed to go around the houses through the cancellation team to get in front of a human. Terrible experience