Landline not working but internet ok

[Mark39]

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@SALAM12 wrote:

I will be refusing to pay my bill as its a service that they are unable to provide without any resolution or explanation. 

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I appreciate that it's frustrating,  but refusing to pay your bill,would be unwise. There's a compensation process in place which should kick in once your service has been restored. 

[SALAM12]

To be fair no one does great customer service right now. And your probably right they will suspend my broadband. But I signed upto a package not a part package. If they cant meet their customers needs nor reach out to timely responses because of a fault that they are experiencing its not my problem. Whether they use 3rd party connections or not..that aint a me issue. Thats a sky issue. I needed a landline and not been told truthfully what why or when..I just find it poor service. Ive racked up a phone bill jus try being on call to them because my lqndline doesn't work and im having to pay mobile rate charges to communicate with them on separate occasions. I just need it working for my folks. 

[SALAM12]

Its the waiitng game..and its the level of communication and engagement to their customers about the issue is whats really poor..from speaking to different agents who had no clue to sending engineers to my house saying your broadband is fine...to completely being ignored. By reading other threads it happens alot. No one wants to be in a boat of issues with a provider..just want it to work because you pay for a service..and when it doesn't customers should be recognised.

[Monica_72]

My landline hasn't worked for 4 weeks now.  Have contacted Sky multiple times and just got the run around.  I then complained to Ofcom and they got in touch with Sky.  Sky called me back and said the network department were looking at it but couldn't fix it so they have passed it onto a 2nd tier team.  That was what they told me a week ago.  They said they would call me with an update, but never did, so I will be calling them again in the next few days.  

[Mark39]

@Monica_72 for continuity I've moved your post to the thread you originally posted in.

[Monica_72]

Well I have good news.   My landline is now working!  Yay!

On Tuesday 28th October it was 4 weeks since the landline had stopped working.  I called Customer Services again to try and get an update.  The lady couldn't help me, said there was nothing new written on my account.  She put me on hold while she checked with another department.  She then said there was no timeframe for fixing my landline, and she couldn't give me any estimates.  I was really upset by this and was explaining my frustration with the situation, when all of a sudden while I'm talking on my mobile, my landline starts ringing!

I asked the Sky agent to wait while I answered the landline, it was the hospital calling to speak to my mum.  I was in utter shock that the landline had worked.  The Sky agent asked me to call out and try another number and that worked too!  So I asked the agent if she had done something or had the other department done something?  She said no.

It's a total mystery.  I'm thrilled that my landline is now working, but guess I'll never know what was wrong.  

[SALAM12]

This is brilliant!!! I am still waiting. I hope i get a good result too. X