How long do openreach take to fix a faulty phone and broardband

[Mrs+Stringfellow]

How long does openreach take to fix a faulty phone and Internet connection??

How does 34 days and still counting sound??

Yep exactly disgusting service or lack of.

Had to phone sky at least 5 times to be constantly met with ohhh dear that's bad we will look into it and update you by text or phone your mobile.

4-5 days later no contact from sky and the same process starts again.

Oh that's dreadful we will look into it.

Sky say openreach need to dig the road up to fix problem.

No one has been anywhere near the road.

Contact sky yet again and go through same process.

34 days had no phone or Internet 

This is the only way an 88 year old lady living on her own can contact family who live at either end of the country. 

So much for the we care about customers and provide excellent service. 

Or maybe 34 days no phone is ok once you've paid your monthly subscription 

[Daniel0210]

@Mrs+Stringfellow 
Openreach normally aim to fix reported faults within 3-5 working days of being notified of them, but that could easily lengthen due to bad weather causing high demand. If they have to dig up the road, Openreach have to obtain permission from the local authority. Openreach are well known for not updating their customer who in this case is Sky. Sky can only tell you what Openreach tell them.

See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 you first report the fault to Sky , you will become eligible for it.

[caesarome]

It is normally 3-5 working days but if a road has to be dug up then Openreach has to get permission from the local council and this is where the holdup will be I'm afraid.

[Mark39]

It took Openreach 3 months to fix my phone fault, undoubtedly because they had to dig up my front garden and the footpath which runs past my home to do It. Digging involves contractors and ften obtaining council permission so can be protracted.

Sadly Sky has practically no leverage on Openreach's timescales, and are at their mercy for updates. It's not clear from your post whether or not you're the accountholder? If you are, we can flag your post to Sky to see if there's a progress update which hasn't been passed on to you.

[Mrs+Stringfellow]

Checked local council website they have no application for any road works

Tobe carried out on the road upto 23rd March.

I guess as we are upgrading to fibre on the 4th April they just won't bother doing anything till few days before sky connect up to the fibre cable.. 

Hell who needs a phone line for around 2 months or internet.

Will be owed around £270 by the time we are reconnected.

Not really the point its the lack of service

Think openreach and sky need to communicate  better with each other and the customer

[Mrs+Stringfellow]

Yes account holder. 

It has been flagged with sky customer services and upgraded to an official complaint with them. 

[Mark39]

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@Mrs+Stringfellow wrote:

Yes account holder. 

It has been flagged with sky customer services and upgraded to an official complaint with them. 

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OK, we'll leave you to it, then.

[Mrs+Stringfellow]

Lol just had a text from sky saying problem has now been fixed. 

Guess what 

It has not been fixed phone line still dead.. 

Strange I post on here and 10 minutes later sky message problems fixed

Well sky / openreach the problem has not been fixed.

So sorry its from 10th February not working not problem from today 14th march

Get your act together

[Daniel0210]

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@Mrs+Stringfellow wrote:

Lol just had a text from sky saying problem has now been fixed. 

Guess what 

It has not been fixed phone line still dead.. 

Strange I post on here and 10 minutes later sky message problems fixed

Well sky / openreach the problem has not been fixed.

So sorry its from 10th February not working not problem from today 14th march

Get your act together

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@Mrs+Stringfellow 

We are customers here in case you didn't realise.

[Mrs+Stringfellow]

Yes I know we are customers here but sky also monitor the postings.

Hence 10 minutes after posting here I got a text from sky. 

[GD1]

@Mrs+Stringfellow  I think that is just coincidence as no Sky Employee can link your forum account to your Sky account.

Sky monitor the forum as you say, but there would be no direct action for the reasons stated above.

[TimmyBGood]

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@Mrs+Stringfellow wrote:

Think openreach and sky need to communicate  better with each other and the customer

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Unfortunately communication between Openreach and their ISP clients is strictly regulated, limited and channeled: this is a legacy of BT Group retaining ownership of Openreach ever since privatisation in the 1980s, and is designed to prevent them from gaining an unfair competitive advantage.  ISPs are simply not permitted to seek to gain any additional influence over or exert pressure on Openreach, or to communicate with them outside the limits permitted by Ofcom.

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-...