Engineer Visit

[Nick+Ross28]

We were due to have an engineering visit on Tuesday, April 7th.
We haven't had any contact yet, and it's still in progress, (9th April) what is the next course of action?

As on the app, there's nothing you can do.

[Daniel0210]

@Nick+Ross28 
You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

What was the visit for? 

[Nick+Ross28]

The visit was because there was something wrong with the phone line. We don't have internet, telephone, or any functions that require them. 

The point was, how do you contact the engineer? It just says “in progress” for two days, and it says if you cancel or rearrange you get charged. So what you meant to do—the app and the email system are just useless. 

[GD1]

@Nick+Ross28  You don't contact the engineer, you contact Sky.

These are the current methods for contacting Sky. (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 your Sky Talk landline.

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.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶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 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.

[DaveDrizen]

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@Nick+Ross28 wrote:

The visit was because there was something wrong with the phone line. We don't have internet, telephone, or any functions that require them. 

The point was, how do you contact the engineer? It just says “in progress” for two days, and it says if you cancel or rearrange you get charged. So what you meant to do—the app and the email system are just useless. 

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If it the phone line  would that not be Open reach engineer rather than a Sky one ?

[B1ank]

To add to the above, you don't contact the engineer directly, contact Sky via the number above and they can reschedule, you should have received an email about a rescheduling so maybe check that? It doesn't matter if it is a Sky engineer or Openreach, you still go through Sky. 

IF (massive if) the appointment was missed without you being notified at least 24 hours prior to the visit, you might be eligible for a missed appointment credit:  https://www.sky.com/help/articles/auto-compensation

This can be discussed with Sky on the phone.

[Mark39]

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@Nick+Ross28 wrote:

We were due to have an engineering visit on Tuesday, April 7th.
We haven't had any contact yet, and it's still in progress, (9th April) what is the next course of action?

As on the app, there's nothing you can do.

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@Nick+Ross28 unless the fault has been identified within your home, the engineer wouldn't normally need to call on you. The line tests carried out would have given Openreach an indication of where the fault lies, and that's the location the engineer will have attended on the,7th. The engineer should have reported back to Sky on the evening of that day to advise next steps if they couldn't fix the fault at first attendance. If you give Sky a call, as previously posted, they should be able to update you.

[Me134]

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@Nick+Ross28 wrote:

We were due to have an engineering visit on Tuesday, April 7th.
We haven't had any contact yet, and it's still in progress, (9th April) what is the next course of action?

As on the app, there's nothing you can do.

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It might state an engineer visit but if it's external (anywhere from the exchange to the ONT if fitted outside your house) then you probably won't actually see them. How long it takes will depend on the issue, are you aware of an outage with neighbours perhaps?

[Nick+Ross28]

The pole’s been knocked down and the line’s severed. There are a few people, so Open Reach and Sky both know.
The engineer was supposed to come on the 7th, but we had zero contact, and there’s no way to reach them except by calling. Wanted to just check if anyone else knew a simple way to do on the app / via chat but doesn't see possible except calling, which I was avoiding as obviously the sky line is down and my mobile isnt with sky.

Thanks everyone for the help. 

[Me134]

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@Nick+Ross28 wrote:

The pole’s been knocked down and the line’s severed. There are a few people, so Open Reach and Sky both know.
The engineer was supposed to come on the 7th, but we had zero contact, and there’s no way to reach them except by calling. Wanted to just check if anyone else knew a simple way to do on the app / via chat but doesn't see possible except calling, which I was avoiding as obviously the sky line is down and my mobile isnt with sky.

Thanks everyone for the help. 

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Ah, that was rather important information you missed out 🙂

That's down to Open Reach in that case, calling Sky will not speed it up but you will get daily compensation if it's down beyond a certain period (with a downed pole that's going to be guaranteed). I believe it's automatic so if you've registered it via your MySky App it's just a case of waiting I'm afraid..

[Daniel0210]

@Nick+Ross28 
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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.