Using engineers properly

[RedDragon2]

Why do sky not call the local exchange and ask for a line check before booking a sky engineer visit? My sky engineer arrived at my home after 11 days wait, called the exchange and low and behold it's BT's fault. Now I have to wait another 5 days for that to happen. If it was done at the beginning, it would have saved days of no broadband/sky catchup services/ netflix/ etc.

I used to run an faults helpline service and we always went to the main man first. One call and days saved.

[Daniel0210]

@RedDragon2 

As the fault fixing is further delayed 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.

[RedDragon2]

Not that bothered about the money mate, it's the stupidity and waste of time. If you ring the help desk they should have the facility to ask BT to run a line check, takes a minute, if the lines down - BT fixes it, if the lines fine - then sky sends out an engineer.

It's very very simple.

[Mr+Slant]

Sky have that facility available to them - they can initiate a remote test (from BT Openreach equipment) for any metallic landline that a Sky customer is on. Its entirely automated and more or less instant. Its also entirely free of charge.

First-line support staff at Sky don't (AFAIK) have access to that facility so your call should have been escalated before any "Sky engineer" was sent out.

Were it me I'd lodge a complaint - assuming you're telling us the full story (not implying you aren't).