going round in circles and being treated miserably

[Richard671891]

on monday a tree branch fell and cut our phone line
Openreach came and made it safe but the line is still severed, and they say they cannot repair it until the service provider (SKY) make the request 

i have spoken to several 'help' line people and theyve all made promises to phone back and never do 

one in fact cutting me off in my tracks

i'm not a rude person and i was literally begging them to send an engineer or make the request to Openreach for me

i feel genuinely upset that i am being treated like this as a human being, let alone as a customer

what do i do      i have no phone line and no one from SKY wants to help

[Daniel0210]

@Richard671891 

What Openreach have told you is correct. Whilst they will (and did) attend to make any hazardous situation safe the subsequent repairs must be reported via your ISP who in turn notify Openreach. The Sky agents shouldn't need to call you back. They just notify Openreach. 

I would suggest you report this again by calling Sky and should you meet with a similar response then make a complaint (which is unlikely to hasten the repair). 
https://www.sky.com/help/articles/how-to-make-a-complaint 

[Richard671891]

i'm aware they dont need to call me back , however thats what they have all said,  all 6 of them now 

i have to go through the whole story each time, and they tell me they cannot make the request as from their end the broadband etc, all look as though they are working, which weirdly they are, aside from the on demand bits for the TV 

i dont understand how if its so easy for them to make the request to openreach that they just flat refuse to do it 

i have spoken to openreach to see if there has been a booking made for a repair, and they have no record of it 

thank you for your time responding but really no help whatsoever 

still going round in circles 

[Kelsingra]

Hey @Richard671891 

Thanks for using the Sky Community. 😊
I've escalated your post to our Community Messaging team and they’ll reach out to you within the next 48 hours. Please check back here periodically. Look out for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Richard671891 to chat.

[Lisa-P1987]

We are still looking to help you Richard671891 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks