Total loss of service bb and landline

[lynloveskevin]

I reported my landline and internet not working on 20th December and was told I needed a new hub which would be delivered the next day that would solve the bb problems but was told the telephone not working and that was confirmed by the sky operator could not be reported until I had installed new hub which is not correct surely but anyway new hub came still no bb or landline so phoned back on 21st December to be told Openreach would be out to fix it Friday 23rd and when I asked about being compensated they said they would take £2.84 of my next bill they came out and could not fix it so phoned sky and was told there was nothing they could do and I stated that now I would have no landline or internet for the whole of Christmas period and only partial tv services ir on demand not working, catch up not working, search not working etc and he said just phone us back when it's sorted and when I asked when was that was told I don't know. 
pit an online query:complaint into sky and they answered via email stating that an engineer was due on the 28th although I cannot finds any confirmation for this and they would phone me as I was not happy with the service or lack of service received and was not happy at the compensation given

this is not good elderly parents could not phone us and the grandkids could not connect any of their devices or games consoles and all I get offered is £2.84   I thought there was an auto compensation of £8.40 a day for total loss of service because if they manage to fix it on the 28th that's 9 days with no service 

can anyone advise on anything I can do or how to get compensated for the lack of services thanks 

[Daniel0210 · Accepted solution]

@lynloveskevin 
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 once the fault has been fixed. It will come in the form of a credit appearing on your account. 

[lynloveskevin]

• Thanks @Daniel0210

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  @lynloveskevin wrote:
  

  I reported my landline and internet not working on 20th December and was told I needed a new hub which would be delivered the next day that would solve the bb problems but was told the telephone not working and that was confirmed by the sky operator could not be reported until I had installed new hub which is not correct surely but anyway new hub came still no bb or landline so phoned back on 21st December to be told Openreach would be out to fix it Friday 23rd and when I asked about being compensated they said they would take £2.84 of my next bill they came out and could not fix it so phoned sky and was told there was nothing they could do and I stated that now I would have no landline or internet for the whole of Christmas period and only partial tv services ir on demand not working, catch up not working, search not working etc and he said just phone us back when it's sorted and when I asked when was that was told I don't know. 
  pit an online query:complaint into sky and they answered via email stating that an engineer was due on the 28th although I cannot finds any confirmation for this and they would phone me as I was not happy with the service or lack of service received and was not happy at the compensation given

  this is not good elderly parents could not phone us and the grandkids could not connect any of their devices or games consoles and all I get offered is £2.84   I thought there was an auto compensation of £8.40 a day for total loss of service because if they manage to fix it on the 28th that's 9 days with no service 

  can anyone advise on anything I can do or how to get compensated for the lack of services thanks 

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  Daniel0210 as I thought was the way it worked the advisor on Friday 23rd stated that I had been compensated and if not happy to phone back when fixed so fingers crossed they come out on 28th as this is the third time in a year this has happened and only just found out about auto compensation although before it was always fixed finally after the third day 

[billx]

@lynloveskevin Hi, really annoying losing BB that close to Christmas.
Providing your phone was a standard plug into a BT socket type, not directly into the router running on IP) then, unless the BB router had developed a fault and was shorting the line (just upplug router & leave phone connected) then replacing the router would have no effect. If this is the case, then sky person did not know what they were talking about & it is obviously not a router issue.

Did the Openreach engineer say what the fault was, or what repair was needed. They will only deal with the cabling between your house and the BT exchange, up to the LLU suite, at which point it jumps to the Sky equipment.

Annoying as it is, getting an enginner on 23rd was good going. With the bank holidays, getting the next visit on 28th is not bad at all.

For mission critical systems, then duel BB would be required, at subtantial cost (Starlink or BB with mobile backup, offered by VF &EE, for example) otherwise we have to accept that things can and do go wrong, unfortunately sometimes, over Christmas.

[lynloveskevin]

@billx thanks for your reply no my phone and internet are separate and Openreach do not know the reason for the fault except that the fault is not in the house.  They stated something about the landline and internet only had a a normal ratio of something which was no more than a difference of 3 mine was over 700 but don't understand that at all. Sky have stated that Openreach will be back out today which I doubt given the current weather where I live windy and wet and the pole in question is classed as extra tall and none of the engineers like going up there . 
thanks for your input it has been helpful and Sky have arranged a bb technical call back again today I don't know why as Openreach have confirmed that the line is totally at fault but will wait to see what they say later. Thanks again for your comments 

[TimmyBGood]

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@lynloveskevin wrote:

They stated something about the landline and internet only had a a normal ratio of something which was no more than a difference of 3 mine was over 700 

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Probably a reference to the target Signal to Noise ratio (SNR) margin: three would be very good, while 700 is, I suspect, indicating a substantial fault making the line essentially unviable.

[lynloveskevin]

@TimmyBGood 

thanks for the explanation as that makes sense to me as my line is unusable and sounds like what they told me thanks 

[lynloveskevin]

I now have an update finally my line cannot give me the speed that is required so I can cancel at any time without penalty and I have also been given one month free for my bb and line issues so at least I have been compensated more in line with my problems. I am now awaiting a full fibre installation. Thanks for all your help everyone