Fibre cable broken

[Jocal124]

Hi there, builder accidentally cut my fibre cable. What do I do? 

[Highlinder]

@Jocal124  If you can contact Sky and report this. They will get Openreach to come out and fix this for you.

[Rayoap]

I've only had my sky package for 12 days before it stopped working waited 3 days for an Openreach engineer to come and say the break is further back up the line and then he left neither Sky or Openreach have contacted me to say what's happening, terrible customer service from both of them think it might be time to ditch Sky 

[Highlinder]

@Rayoap  Have you contacted Sky to see if there was an update from Openreach about your line fault and what the next steps would be?

[Rayoap]

Thanks will do that tomorrow and set myself for the Twenty minutes wait on the phone 😭 

[Highlinder]

@Rayoap  If you are unable to get through come back and let us know. We can then look to see if escalation can help.

[Rayoap]

Thanks 👍 

[Chloe-W22]

Hi @Jocal124!

Really sorry to hear that, have you managed to speak to someone yet? If not, you don't need to call i've escalated your post to one of our Community Messaging advisers who will reach out to you via Community and provide you an update. Lookout for a chat bubble appearing on the Community forum, for more information on the service you can see here.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Rayoap to chat.

[Rayoap]

Hi , thanks for your help I have been in touch with sky this morning and an engineer has been tasked to investigate the break in the supply ,he had to be an outside engineer not a indoor one ,said it should be back on within 48 hours ..so Monday afternoon at latest .

Will update on here come Monday .

Thanks for your help 👍

[Lisa-P1987]

Thanks for updating us, I will close the chat invite for now. 

If there is anything you need after Monday, let us know. 

[Rayoap]

Hi broken fibre line sorted now but can anybody tell me if I get any sky guarantee payment for loss of service .

My broadband went down on Tuesday morning, engineer came on Thursday didn't fix it and then as finally back on Saturday afternoon,so will I get any credit off Sky for the loss of broadband and Sky stream?

[Highlinder]

@Rayoap  Is there any credit on your next bill from Sky regarding this? If there is nothing you will be best to contact Sky about this and see what they tell you.

[Rayoap]

Hi 

Have looked at bill for 11 august to 10 September and no credit on there 

[Highlinder]

@Rayoap  You would be best to contact Sky again and find out this outcome on if you are getting credit on your next bill.