91 year old Mum has no landline connectiin

[Deb631]

Faulty landline reported 3 weeks ago. Open reach have confirmed it's due to water in the copper cables. Promised it would be fixed today but still nothing, no updates from the engineer or sky. Complaint logged but getting nowhere, my mum is 91 & vulnerable. Her landline is connected to her telecare box so if anything happens she is not safe.

[Daniel0210]

@Deb631 

Sky can only update you with information provided by Openreach. You or your Mum will need to contact Sky to see if there is an update. Openreach update their ISPs overnight so perhaps try in the morning if you think they should have been working on it today. 

[Deb631]

Unfortunately the landline is still down. Open reach are sending out another engineer on Wednesday. Sky have said the external fault is fixed but last week open reach still said the fault is external. We are going round in circles & getting nowhere 

[Daniel0210 · Accepted solution]

@Deb631 

Thanks for the update. Hopefully with Sky thinking the fault was initially fixed it won't affect the auto compensation for your Mum. Two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
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 notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

[Deb631]

Thanks for the info Daniel. We do have a complaint logged. Just need someone to fix it! Fingers crossed