Outage In CH8

[Opticaltrace]

 Still no landline or broadband in CH8 after 48 hours. Given up trying to speak to an actual person at Sky. Can't even see a way of reporting a fault!

[Highlinder]

@Opticaltrace  Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[Opticaltrace]

Hi, thanks for the reply.

Yes, I've done all that and it just says "There is an outage in your area" 

It's been saying that for 2 days now. No ETA on a fix. No info on what/where the fault is.

We are in a rural area here and my 85yr old mum relies on her landline.

No customer service at all from Sky 😡

[Daniel0210]

@Opticaltrace 

You, or your Mum, need to report this to Sky because although Sky / Openreach know about it this link outlines 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, It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your account.

[Opticaltrace]

Thanks Daniel

I'm not so bothered about the compensation, I just want it fixing!

How do I report the fault though?

I can't get through to Sky and I can't see how to do it on-line??

[Daniel0210]

@Opticaltrace 

To report it on behalf of your Mum you'll need to pass the security questions set up on her account. Then it might be best if you report it from your Mums as they might take you through some troubleshooting. 

This link provides various help:
https://www.sky.com/help/home

After trying that, if your only option is to call Sky, click on ‘Need More Help’ after ensuring the correct flag (UK or ROI) is displayed in the bottom right corner which should lead you to either a 0333 UK or 0818 ROI number. Don’t forget if you have Sky Mobile or Sky Talk you can use the free 150 number to call.

[Opticaltrace]

I can't use the 150 number because the phone doesn't work!

[Highlinder]

@Opticaltrace  If you click on the help link that @Daniel0210  provided and go to the bottom of that page you  will see  " Need more help " click on this and there should be a number that you can call to get the fault recorded.

[Chrisee]

@Opticaltrace nobody including the engineers working to fix an area outage can give you an accurate time to a fix. It depends on what the cause is, how easy it is to access, availability of the plant they need and the number of lines affected. The range of causes is huge including a car taking out a street cabinet, bad weather causing trees to bring down lines, somebody knicking copper cable and the old favourite where a  JCB driver digs on the wrong place.

Hopefully you get the idea that faults are fixed when they are fixed which is  as soon as practically possible. 

[jamesn123]

@Opticaltrace 

You could try BT's service status check. Sometimes it gives an ETA on the fix

https://www.bt.com/help/check-service-status