Copper to Digital switch over

[Opticaltrace]

Hi

Just got off the phone after a lengthy call trying to sort out my enforced switch over from my copper phone line to fibre 

The end result was Sky telling me they can't do it because I don't have a mobile signal in case of power cut and to find another provider. 

I told the call handler that ofcom regulations state that I should be provided with a battery back up for the router capable of supplying power for 1hr so I am able to contact emergency services. I live in a rural area and have no mobile signal inside the house 

I was then told that sky cannot provide a battery and so cannot install fibre. 

16 years I've been with sky and am basi vei g told to bugger off because of something that is out of my control

Has anyone any info on this, have I been given the correct info?

I haven't asked to go on fibre but it's being forced upon us all

[Mark39]

@Opticaltrace We've seen a few posts from customers who have been able to obtain a suitable Uninterruptible Power Supply (UPS) from Sky to power their broadband/phone for a while when there's a mains outage. That said. it appears to have been an ad hoc provision rather than Sky having a defined process or their own equipment.

I'd suggest raising a formal complaint via the web form here: https://www.sky.com/help/articles/how-to-make-a-complaint

[Vicky+Hawk]

This is what I was told as well, when I called OBO an elderly relative who has the same issues.

However, the call handler told me that it's just a box ticking exercise and I should basically fib and say my relative has a mobile phone and signal. Not sure if the engineer will bother checking!

They also said that BT will tell you the same thing. There is no other option, other than if you can prove hardship and get on BT's social tariff for landline only.

It's absolutely insane that these providers would rather see people cut off completely than come up with a workable solution. It's basically a*** covering. Let me know if you get anywhere with this.

[Opticaltrace]

It seems to me that this copper switch off has just not been thought through properly by Sky and I suspect other providers too. Openreach are just plowing on with it regardless of how it impacts people in rural locations with no or little mobile service 

I also think Sky has realised it could cost them a substantial amount of money providing the equipment that Ofcom say that by law they must supply, therefore are telling customers they need to leave!

[TimmyBGood]

---

@Opticaltrace wrote:

It seems to me that this copper switch off has just not been thought through properly by Sky and I suspect other providers too. 

---

I suspect this has been thought about extensively for many years: it's the results of that thinking which are problematic.

It really doesn't help when the 'solution' suggested by Ofcom (a UPS with a minimum one hour run time, provided to unspecified customers through an undefined process) is itself entirely inadequate.

Incidentally the issue isn't itself primarily the 'copper switch off': it's the end of both PSTN service and the provision of remote electric power for basic handsets.

[Vicky+Hawk]

Ofcom's solution is inadequate, but the providers' implementation of that solution (well, we won't provide a UPS, you'll have to get a mobile phone and a signal, and if you can't or won't then we can't help you) is even more inadequate. I called Ofcom today and their response was, well if Sky can't help you, try BT as they have to. Meanwhile I have a mobile phone and a new landline handset on order for my relative, and no closer to a solution.

[Vicky+Hawk]

By the way, Sky told me yesterday that they won't switch anyone off until November. Not sure how correct this is, as I've spoken to 3 different people at Sky and been told something completely different each time.

[Tommy2]

Openreach used to rpovide a bacttery back up unit but i think they stopped this, your provider should still be able to supply you something that will work in a power cut, but I think teh question here to ask really is how often are you affected by power cuts ? I know with the first phone that we had in this house it didnt need a power supply as it was a very basic phone which plugged staright into the BT wall phone socket,both the subsequent phones we had (latest one were still using) did need a power supply as they were cordless phones. I do personally think theres a lot of scaremongeringa bout what would happen if there was a power cut but in practice this is rare. 

[Mark39]

@Vicky+Hawk, @Opticaltrace 

I'd suggest getting in touch with Sky via the contact options at the end of Sky's help guide here. The guidance (and the contact options) are specifically for vulnerable customers. The guide contains a link to further help with the changes to broadband and landline services.

https://www.sky.com/help/articles/telecare-and-care-alarms?irct=cn-help-health-tel-med-al

[Vicky+Hawk]

Yes I have done all of that, three times. Anyway I finally got through to someone who took my word that there will be a mobile phone in the house, and have put through an order. It's utter madness, I don't know how elderly people with no available help will cope.

[Vicky+Hawk]

Well, after several weeks, many, many calls to Sky and Ofcom, and some help from a neighbour, my aunt has finally got her new phone line.

I cannot even begin to tot up how many times I called Sky, and how many different things I was told, including that an engineer would have to physically check that she had a mobile phone in case of a power cut before installing the new router.

Even up to activation day, when the advisor said everything would be done by 6pm - and it wasn't. I thought I was losing my mind and honestly believed she would be left without a landline.

Thankfully I eventually found a neighbour who agreed to set up the router and new phones for her and when he called through on her new line, well, I was almost in tears with relief.

Although the accessibility team at Sky were incredibly nice and helpful, even they gave me conflicting info each time I called.

I hope to goodness I never have to deal with this again, lest it sends me doolally. Good luck to anyone out there in the same position.

[Jo455]

Exactly the same thing just happened to me.  

Ofcom rules still legally apply to them. If you have no mobile signal and depend on your landline, Sky is legally obligated to ensure you have a "resilience solution" to call 999 during a power cut, which they must provide free of charge. They cannot simply refuse you and leave you disconnected

[Vicky+Hawk]

I did speak to Ofcom and they were as much use as a chocolate teapot. They said to press on with Sky but if they still refused, to go to BT as it's they, apparently, who must provide a solution. Suffice it to say, I wasn't going to go through the palava of signing her up to them, only to be told the same as Sky did.

As the hundredth person I spoke to at Sky intimated, just tell them there's a mobile phone with a signal when they ask you during the ordering process. No-one checked.

If you want to cover yourself, get a cheap pay mobile and leave it with your relatives. I got my aunt a second hand TT phone, which will live in a drawer. Have something in place for them to contact you in case of a emergency during a power cut, neighbour etc. Unless they're having fibre installed, they won't send an engineer to plug the router in anyway. 

It's an absolute box-ticking mess. 

[JW1918]

I've received advice that the copper network in my area will be upgraded to new technology.  I want to keep my landline as it is and not rely on broadband.  What are my options?

[Mark39]

@JW1918 if you haven't been notified by Sky specifically, you may not be affected.