Land line not working

[Susan610]

my land line is not working, i have contacted you be for about this but nothing has be done, they said i would be contacted in 72 hours which hasn't happend , please could you fix this ASAP

Susan MacDonald.

[GD1]

@Susan610  No one on this customer helps customer community can fix anything relted to your landline, the Fix SLA is 2 working days normally, however it may take longer depending on where the fault lies.

As you've already reported it there is nothing Sky can do to fix it ASAP, it's not within their control.

[Daniel0210]

@Susan610 
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

This 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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Mark39]

@Susan610 tell us more about 'not working' and we'll try to guide you.

[TonysPC]

We're also having problems - we have no dial tone. Have tried all the tests, including plugging the phone direcly into the master socket. Broadband is working fine. we're on FTTC and everything has been fine for many years.

Reported the problem yesterday and received the message that it could take 72 hours to carry out tests.

[TonysPC]

Update ... I received a text from Sky saying they had fixed the problem but they hadn't so I phoned the number quoted in the text. From the questions I was being asked by the computerised menu it was obvious that they were investigating a broadband problem (which did not exist).

I started the problem reporting process again and somehow (I'm still not sure how) I got to speak to a very helpful lady  (a real person). I explained the probelm to her and she promptly reported the problem to BT who have now texted to say they are investigating it.

What a difference it makes when you can speak to someone to explain a problem. 

[Daniel0210]

@TonysPC 

It's Openreach not BT. 

[TonysPC]

My apologies - you are right of course.

When you're as old as me it takes a few decades to get your head around such changes 😉

[Mark39]

---

@TonysPC wrote:

My apologies - you are right of course.

When you're as old as me it takes a few decades to get your head around such changes 😉

---

🙂