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Discussion topic: Broadband speed dropped and landline has just a hum - cant send or receive calls

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This message was authored by Groucho+B This message was authored by: Groucho+B

Broadband speed dropped and landline has just a hum - cant send or receive calls

As it says, I can't send or receive phone calls on the land line, there is just a noisy mains frequency hum. The Broadband speed has also dropped well below the service limit a couple of days ago. If people try to dial us the phone will ring, but on picking up, there is just this constant 50Hz based noise.

Have been trying to get help from SKY for 24 hours with no success - useless.

We run all the basic tests, it is NOT our equipment. Have not oscilloscoped the incoming line, that's next 🙂

Any suggestions? This is likely to be one for Openreach I think...  *Please* !!!

 

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Broadband speed dropped and landline has just a hum - cant send or receive calls

Posted by a Superuser, not a Sky employee. Find out more

@Groucho+B 

I’ve escalated your post to Sky and the Messaging Team should contact you later. They can check your line and if an external fault is found can pass it to Openreach for investigation.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Groucho+B
Topic Author
This message was authored by Groucho+B This message was authored by: Groucho+B

Re: Broadband speed dropped and landline has just a hum - cant send or receive calls

Thanks Daniel, much appreciated. I'll keep watching for a blue/red speech bubble 🙂

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Broadband speed dropped and landline has just a hum - cant send or receive calls

Posted by a Sky employee

Thanks for escalating this. We’ve sent @Groucho+B  an invite to chat.

Thanks

Lisa - Sky Tech Team Expert
Groucho+B
Topic Author
This message was authored by Groucho+B This message was authored by: Groucho+B

Re: Broadband speed dropped and landline has just a hum - cant send or receive calls

Thanks for your help Daniel, (and Lisa) for your help. Indeed the magic bubble for the "one to one" appeared each time I logged on assuring me that OpenReach had been notified, just be patient.

OpenReach did get to my front door yesterday afternoon. Measurements showed that there was indeed a break in one wire of the twisted pair some 100-200 yards away down the road. This was swapped to a spare pair between two cable junctions in the road (one down a man-hole, the other up a pole).

So we're now happy bunnies with a working telephone after finding a genuine fault in the road, NOT user idiocy after all 🙂

Thanks once again.

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