31 days with no landline - sky refuse to accept complaints!

[Ehilcgpweqnhx]

31 days ago, my landline stopped working and my broadband dropped to 19mbps. I keep calling from my mobile to be fobbed off with stories that Openreach are on it, given dates by which it will be fixed, "but we can't guarantee that" and still have no service 31 days on. Under the compensation scheme, Sky owe me £8.40 a day so over £260 now. No sign of it, no surprise there. Twice I have filled in their conplaints forms. The first one came back with " We tried calling you but couldn't get hold of you" . Do you think that could be because the landline's not working, genius??? "We'll close the complaint if you don't get back to us". When I do, I get "thank you for your enquiry. Wait for us to call you!" Please help! How on earth do I get the landline and broadband working? How can I make a complaint without being fobbed off? I have no idea and am at breaking point with it all

[caesarome]

Sky will not pay an compensation until after the fault is fixed which from reading your post it looks like it isn't, and then they will pay it from the day your reported it to them to the day it is fixed.

[Mark39]

Sadly, Openreach's timescales are beyond Sky's or any other service provider's control. They, and you are in Openreach's hands, both for fixing the fault and providing progress updates.

I'm sure you'll get an apology from Sky in response to your complaint,  but unfortunately it won't result in the fault being fixed more quickly. 

[Ehilcgpweqnhx]

Thank you both. How do I get them to accept my complaint, though? Their response is they can't get hold of me (through the non operational landline!) so are closing the complaint. I've tried the email form, the live chat and the calling them from my mobile options. Thank you for taking the time to help

[Mark39]

I think you'll need to call. What problem are you having when you try?

[Ehilcgpweqnhx]

Thank you. I get a differemt person each time and, despite having an ongoing case no, have to explain it from the beginning and can never get any higher up the food chain for answers or help. I've been told a few times it's been escalated but nothing different has happened and I'm still up a gum tree! 🙂 I guess it's a case of hanging on for the full 8 weeks before I can go to Ofcom.

[Mark39]

The sad fact is that escalation by Sky is unlikely to make much difference, I'm afraid. Openreach are pretty much entirely a law unto themselves and they'll sort it out within the timescales they set themselves. If the work requires digging up footpaths or roads it can be protracted as local authority permissions have to be obtained zmd contractors scheduled.

[TimmyBGood]

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@Ehilcgpweqnhx wrote:

I guess it's a case of hanging on for the full 8 weeks before I can go to Ofcom.

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Nope: the process is to go to the appointed ADR.  Ofcom don't accept complaints about telcos.

What if you don't receive the compensation you believe you should?

If you don’t receive compensation you believe you’re entitled to under the scheme, raise it with your provider. Unresolved complaints can go through an Ofcom-approved alternative dispute resolution (ADR) service.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat... 

[Ehilcgpweqnhx]

Thank you so much for all your help and advice. Fingers crossed!