Sky Broadband - Fire

[nousername71]

Hello,

There was a fire in a neighbours garden and the telegraph pole went on fire and broadband cables melted on 31st July.

I contacted Sky but they don't know what the issue is with the broadband (I spoke to 6 different people on one call), I've told them the telegraph pole went on fire but I don't think they know what a telegraph pole is - does anyone know if Sky call this a different name?

Still no broadband and don't know what to do. I'm not sure if it would be easier to cancel my contract and go with a different provider so that I get a new install team to come out.

Does anyone have any suggestions to help me resolve this?

Thanks

Alan

[Chrisee]

@nousername71 the pole belongs to Openreach if you have reported the fault to Sky they will pass on the report to Openreach who will repair the connection. Normally Openreach will not talk to end customers but if the pole is unsafe you can reportvthe issue directly as explained here https://www.openreach.com/help-and-support/damage-health-and-safety If the fire brigade attended it is likely they will have reported the issue

Repairs will take a while as it requires two specialist teams one to replace the pole and a second one to remake the connections we are talking weeks not days. If the pole was in your neighbour's garden things can get messy as insurers can get involved.You can check with Sky but they are unlikely to know much more. Switching isps would only work if the new supplier was not using the Openreach network such as Virgin Media or a mobile service and Sky will charge cancellation charges if you are still in the contract period.

You should be accumulating compensation as explained here Customer Auto-Compensation | Sky Help | Sky.com

[TimmyBGood]

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@nousername71 wrote:

 I don't think they know what a telegraph pole is - does anyone know if Sky call this a different name?

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Phone pole, possibly.  Telegraph hasn't been a thing for a while...

The Americanised version is 'utility pole'.

[nousername71]

That's great, thanks soooooo much for your help!!

Is there anyway to know what the progress of the repair is, as it's radio silence?

Is there a different term Sky would use for a telegraph pole, so that I can describe to them the problem?

It's nearly a month with no broadband. I asked Sky if they could give a mobile Mi-Fi/ WiFi device but they said it's not something they do - however I have since found them on their website https://www.sky.com/shop/accessories/mobile/Productivity/TPLink/M70004GLTEMobileWiFi?colour=black

[TimmyBGood]

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@nousername71 wrote:

It's nearly a month with no broadband. I asked Sky if they could give a mobile Mi-Fi/ WiFi device but they said it's not something they do - however I have since found them on their website https://www.sky.com/shop/accessories/mobile/Productivity/TPLink/M70004GLTEMobileWiFi?colour=black

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Those are retailed by Sky Mobile : that's not the same as Sky Broadband having a mechanism for loaning them out.

[nousername71]

Thanks, a neighbour got one from their provider.  So for sky do you think with Broadband and Mobile are a  sort of a different company?

Im really stuck as to how to get some sort of solution.

I tried calling them on Monday and they said a sky engineer would come on Thursday , however engineer didn't turn up and I got a message to say appointment is cancelled.

When I called in Monday I was in the phone for 45mins and the time before 1 hour and 15mins with no successful outcome. The Sky person said the calls are not chargeable but I checked their website and it says call are chargeable - can anyone please confirm this?

[JimM1]

@nousername71 Calls are free to those that are using a sky talk phone, or a sky talk mobile, all other's then at the local call rates!

Sky also do not supply ANY mobile 4G/5G connection equipment in a case off complete loss to the Broadband service, some other ISP's do and it is not free by any means as the service charge is applied at package purchase and units are shipped to them when that fault occurs to be returned when the service is restored to operation.

[TimmyBGood]

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@nousername71 wrote:

Thanks, a neighbour got one from their provider.  So for sky do you think with Broadband and Mobile are a  sort of a different company?

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Those are different divisions within Sky.  BT/EE chooses to offer temporary cellular devices to customers in the event of prolonged outages, and prices their subscriptions accordingly: of course it helps that EE is a cellular network operator owning its own masts when Sky Mobile is not.

[Chrisee]

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@nousername71 wrote:

That's great, thanks soooooo much for your help!!

Is there anyway to know what the progress of the repair is, as it's radio silence?

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@nousername71 Sky will only know what Openreach tell them which typically is no change more info on such a such date which often isctge same. The best way is to see if an Openreach enginer nearby who can tell you off the record  but replacing a pole is a multiple step process, if the pole is on private land it can take longer especially if there is a dispute about who pays for what. 

[GD1]

@nousername71  A good site to check for any upcoming works in your area is this one https://mastdatabase.co.uk/maps/streetworks/

Put you postcode in the box and hit search, if there are labels showing and one is next to you home and says OR click on it and it will give details of what the works are and the dates it's planned for.

But as mentioned in other posts nothing may show for a while depending on any planning/permissions required.

[nousername71]

Thanks. Both my neighbours have been given from their providers at no cost.

[nousername71]

Thanks but other providers subscriptions have very little/if any cost difference than Sky. 

[JimM1]

@nousername71 It's up to you have no idea what you are looking at who provider wise etc, but for sure the BT/EE package to get that feature is £6 extra per month as a norm. From EE/BT below so yo need to have the All Rounder package extra features included cost's more!

Mini Hub
Available to customers who have access to a Mini Hub included as part of their All Rounder Broadband plan. You may be entitled to a Mini Hub with unlimited data if you have
a broadband fault or are moving home and are taking your All Rounder Broadband plan with you.

[nousername71]

Thanks but my neighbours have 100% not had to pay for it due to the fault.

[Chrisee]

@nousername71 not sure you can switch to EE while the Openreach line is out of commission the transfer will simply stall. As I posted earliier if you are still in the 24 month contract period Sky will charge cancellation fees unles they wave the contract.

You should be accumulating £9.98 for every working day after the first 2 in compensation which will be credited once the fault is cleared. If you cancel the contract you will lose that money. Buying a cheap mobile router with a pay as you go sim maybe a better solution .