Full fibre with landline

[Stusco]

Ive had full fibre 500 fitted for about 6 weeks now it stopped working after 4 hour but was repaired next day all good ,however I cannot receive calls to my landline from mobiles, I've contacted sky multiple times most to India but the last was to Bulgaria, they keep telling me my phone service has been repaired because they can call me from their system phone, i keep telling them its fixed as myself family and friends can't call my landline sometimes it just cuts off sometimes a message saying number not recognised, the second last advisor was very rude more or less saying its fixed go away I asked to escalate or speak to a manager all he did was drop his phone and wait until ihung up. I called in again straight away got another advisor who sent me a text the next day saying its fixed but its not!,!' Can someone help please,there is nobody to escalate to .

[Mark39]

@Stusco as you've tried to report this multiple times and got nowhere, I'd suggest your next step is to raise a formal complaint. Use the webform option here, rsther than phone again: https://www.sky.com/help/articles/how-to-make-a-complaint

[Stusco]

I wrote the complaint got the same answer ,turn off turn on ,buy a new phone ,unplug extensions,then if that doesn't work call for an engineer but charges may apply. I also said i may have to go back to my old broadband as i need a landline,they said ok if its available so that doesn't fill me with hope that they can fix it!

[Mark39]

@Stusco that's poor.

Is this a fault with all mobile calls, or calls from specific mobile providers? The latter might suggest an issue with the provider rather than Sky. I'm not seeking to transfer responsibility - just considering the possibility.

Other than that, I can only suggest you follow up their response, as outlined in their Code of Practice.

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Stusco]

The problem is with all mobiles no matter who the provider is ,the message is different some say the number is not recognised others just drop straight out. 

[Stusco]

Getting nowhere! Do the replies from the complaints dept come from AI ? Because nobody is listening. Ive been promised an engineer visit then it all starts again they send an appointment with no time or date ,then they want me to call them again for more information ,if i do call it just starts the whole process again all the same questions im on hold for 10 minutes while they talk to someone then tell me they are going to escalate i say its already escalated they say no we really are going to escalate it this time, so both the complaints and call centre are lying ! If I don't call within a couple of days i get a text saying its fixed and case is closed 

[Mark39]

@Stusco I can only suggest following it up per the Complaints Code of Practice, namely the 'unhappy,with response' section here: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Or you could give notice to cancel on the basis that Sky aren't providing the advertised service.

Personally, I doubt that an engineer visit will resolve it.

[Stusco]

Why don't you think an engineer visit can fix it ? What's causing it? I've seen others online with the same problem being fixed by the old turn it off then on again, i think i have an equipment problem they also had 2 goes at installing it

[Stusco]

I clicked the link you supplied and theres not a option for sky talk problems in the many drop down menus

[Mark39]

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@Stusco wrote:

I clicked the link you supplied and theres not a option for sky talk problems in the many drop down menus

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See the 'unhappy with response' section, as I posted. It doesn't matter that Sky Talk isn't specifically mentioned.

I don't think it's an equipment issue. More likely a networking or routing problem that an engineer can't fix locally. Have you tried switching off and on? If you've got a black Hub, switch the Hub and your ONT off for 10 minutes or so. If it's white 'Max' Hub, turn both the ONT and your Hub off for an hour.

[Stusco]

I've even switched the off overnight as one adviser ,i have the black hub ,and its been on and off nearly everyday,if an engineer comes out he can recommend the proper action to fix this ,the help centre is clearly not interested and is just stringing me along with the same script every time what astounds me is they even admitted they didn't escalate the problem the just pretended and point blank refused to let me speak to a supervisor 

[Stusco]

Phone is fixed now no explanation just a voicemail saying my number has been added to the sky talk network