Landline not working

[Mark39]

@cymru123 thanks for that. Do you happen to know if Sky's interface with Openreach supports it? There are other facilities offered by Openreach which Sky don't support.

[cymru123]

@Mark39 how this expedited process works for Emergency Welfare (EW) cases is that the communication provider is supposed to raise a welfare case to Openreach and if it meets the criteria then it's priotised.

So Sky should be able to raise a EW case for the end user in emergency situations.

If sky doesn't seem to have this ability their side then that's quite worrying

Process is documented at: https://www.openreach.co.uk/cpportal/content/dam/cpportal/public/images-and-documents/home/help-and-...

[Mark39]

@cymru123 looks like the eligibility criteria are quite narrow. I suspect potentially eligible cases would be handled on a bespoke basis by Sky.

[cymru123]

@Mark39 how Sky provide their Customer Service operators to raise such EW case is up to them be that a dedicated team to handle the requests to Openreach or Sky providing Customer Service Operators to create the request themselves if they deem it appropriate.

What is important is that if this fault is impacting the welfare and health of the end user then this process does indeed exist. It does however mean that the end users situation needs to be highlighted by the end user so the appropriate action can be taken by the provider e.g in this case Sky.

[Mark39]

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@cymru123 wrote:

What is important is that if this fault is impacting the welfare and health of the end user then this process does indeed exist. It does however mean that the end users situation needs to be highlighted by the end user so the appropriate action can be taken by the provider e.g in this case Sky.

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Yes, agreed.

@Beezer52 if you believe you fit the eligibility criteria, let Sky know.

[Beezer52]

All of this discussion is a really shabby way for Sky to provide support. There is a fault on my line. What I need is a clear and simple way to report it so that Sky can repair it. I really don't need to chat to other users.

[Highlinder]

@Beezer52Simply if you have another means of contacting Sky to report this fault then do so. If you have gone through the self help and it has not found the fault then call to report it if you are able to.

[Mark39]

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@Beezer52 wrote:

Finally managed to speak to someone at Sky after finding a freephone number on a non-Sky website. Was promised that Openreach would repair within 48 hours but still not working.

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@Highlinder they've already reported it, so that's no longer an issue......

[Beezer52]

Sky make it so hard to do that. A form on their website would be ideal.

[cymru123]

@Beezer52 this is a customer to customer help forum. Majority of user are regular user and customers like you. The only official Sky presence is the moderators.

[Beezer52]

This is where I was brought by Sky's convoluted system. I appreciate the help people are trying to give but there should be a simple way of getting help from Sky.

Given that I still have a faulty line after four days can anyone tell me a simple way of contacting Sky to report an ongoing fault? I really don't want to stand out in the freezing cold garden on my mobile for an hour again.

[caesarome]

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@Beezer52 wrote:

Given that I still have a faulty line after four days can anyone tell me a simple way of contacting Sky to report an ongoing fault? I really don't want to stand out in the freezing cold garden on my mobile for an hour again.

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When did you report it to Sky as per this what you said a few hours ago:

Finally managed to speak to someone at Sky after finding a freephone number on a non-Sky website. Was promised that Openreach would repair within 48 hours but still not working.

[Beezer52]

Saturday;

[Highlinder]

@Beezer52That will not have been actioned on until today. As Openreach don't deal with domestic customer lines at the weekend. So should happen if it is within 2-5 working days.