Landline and broadband issues

[CarolT57]

My landline is sometimes fine, but there is often an issue with the quality of the line (background noise, crackling, etc). 

My broadband connection is also very intermittent, and cuts out fairly regularly. 

(I assume both of these are linked).

An engineer came out earlier this year and said that the phone line seemed to be ok, and that the issue with the landline could be resolved by getting a new handset. 

Since then, I have bought a new handset, but the problem continues. 

I have tried the self-diagnostic steps multiple times, but they haven't resolved the problem. 

I would like to book an engineer again, as I really need the issue to be resolved properly. 

[padre]

Some time ago I had pretty much the same issue, I was even then with bt, I kept telling them them of the issue and got told "Ok we will do  Line test" and to stay on the line this I did and for 2/3 minutes there wa silence then they came back and said (as I expected ) the line is fine.

I kept persisting it was not (I had then bt BB and phone, they finally agreed to send an engineer who said after some tests with his gear my part of the line was ok it would not be the router its all down to a line issue. So Off he went not far from my home to one of these green boxes, and came back about half an hour later saying he did find a small issue within the box. He again tried my line and wow what a difference.

So what I am saying is it sounds like your issue is the same as what I had and it cannot really be much else if anything other than a line fault, so I would suggest that it is an Open reach engineer you need. hope this may help.

[Addie15]

Hi there, CarolT57. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[CarolT57]

Many thanks!

[Greenfingers001]

Update:

Spoke with @CarolT57 line checks found fault so booked Openreach appointment

Thanks again for the escalation have a great afternoon 🙂

[CarolT57]

@Greenfingers001, I received a text message asking me to confirm that I'll be at home when the engineer arrives tomorrow, and I replied with the wrong message by accident. 

Just to confirm I DO still want the appointment to go ahead! It's booked for tomorrow (8am - 1pm). 

Please can you confirm

[Mark39]

@CarolT57 it's unlikely that Greenfingers will reply to you directly, but we can re-escalate for you again if you wish?

The message will have come from Openreach and I'm not sure Sky can reverse your response which may mean booking a fresh appointment.

[CarolT57]

Yes, please can you re-escalate? I'd really like to re-open a private chat with a Sky employee so that we can confirm / rearrange the appointment! 

[Mark39]

Ok, I've alerted Sky. Look out for the chat bubble, as before.

[CarolT57]

Ok thanks. The chat bubble hasn't appeared yet, so hopefully will do soon!

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.