Repair did not work

[Kapik]

Managed to get an engineer out to diagnose death of my land line and fragile broadband. Did a minor repair ro cable outside the building, told me NOT to plug in the phone if I wanted to preserve broadband. Lasted less than an hour. Broadband drops at intervals of a few minutes to an hour. Land line still dead. When self-repair process gets a conection dsownload speed as low as 5Mb [normally get 14-18Mb]. Engineer said might be further problems with exterior cable but I live in a second-floor flat, and there was no way he would scale the building. So what now?

[Daniel0210]

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@Kapik wrote:

Did a minor repair ro cable outside the building, told me NOT to plug in the phone if I wanted to preserve broadband. 

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@Kapik 

That sounds like a cop out by the Openreach engineer. Sky Talk comes with your Broadband package and both should work although some customers choose not to connect an actual landline phone. You'll need to contact Sky again and explain the issue. Hopefully the next engineer will have the correct equipment to work at height. 

[Kapik]

Finally got through to Miss Robot on phone help line. After several checks and her insistence that no problems, plus a connection to a real person that died in the middle of a conversation, Miss Robot admitted there was a line fault and booked another Openreach appointment IN FOUR DAYS!! Oh the joys of working from home with swish new technology.

[Chrisee]

@Kapik Openreach have a 2 working day SLA on domestic lines so dont work  on them over the weekends. That you use the connection for work does not change that unfortunately . Business lines which have better SLAs cost several times more.

You should be compensated though see Customer Auto-Compensation | Sky Help | Sky.com once the job is completed which should help cover some of your additional costs.

[Kapik]

Just updating this forum is proving near-impossible as my connection is now less than 1Mb. Sky's auto-response seems to feel that falls within normal parameters and I should wait A WEEK for things to be sorted, quotuing typical problems such as heavy rain affecting the line [even though the auto-check shows no line problems]. Ah well, let's hope the next Outreach engineer can fathom it out on Wednesday.

[Chrisee]

@Kapik sorry but the wait is normal not just for Sky customers but for anyone with an ISP who uses Openreach. The recent bad weather is a factor high winds and heavy rain not being kind to the phone network. 

You can get faster response but be prepared to pay a lot more 4 figures a month for a 7day 12hour response time was quoted.