Landline phone number now incorrect after full fibre installation

[TimmyBGood]

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@RL11 wrote:

It's completely useless that they don't switch the landline number to a new service instantly. 

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The aim is to do so, but that doesn't always happen (the national telecoms system being over a century old and consequently somewhat complicated).  Some users find the voice service goes live after around 24 hours and a router restart.

[Broseley89]

• That's interesting. Ours was out for 6 weeks and no compensation offered. 

[RL11]

Just had a text response from Openreach. Basically asked if it was working today, to which I could respond NOT WORKING if still a problem. Then sent me a troubleshooting link to turn everything off and on again! - as per yesterday with Sky. Their troubleshoot ended with saying contact Sky again ‌‌☹️ I don't think they get that broadband (wired and wireless) is all fine and it's just the phone that's not. All they have to do is ring my number and it says the number is temporaily unavailable - surely that's a clue ‌‌🙄

[RL11]

@TimmyBGood - I already had full fibre and digital line, so how hard could it be to transfer my number to a new provider?

[RL11]

@Broseley89 

Although they say you get £9.76 for each day for total loss of service - and I'd say not being able to phone out or in is unquestionably a total loss of service, they also say compensation for being late transferring your number is based on the line rental cost - which is zero!!

I have now logged a complaint via email, so will expect actual compensation for having no landline. Apart from not being able to take calls, it costs me to make calls with my mobile!

"Complaints relating to transferring your telephone number to Sky

If we‘ve agreed to transfer your telephone number to Sky, and are late in doing so by more than one business day after the date that you were informed that the transfer would take place (or any revised date that you were informed of), you may claim compensation for that delay.

Compensation will be calculated on the basis of the daily charge for your line rental service for each day that transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You may make a claim for compensation by contacting us in one of the ways set out in this Code. We will normally deduct any amounts owed to you from your next monthly Sky bill, unless otherwise requested by you.

"

[RL11]

@Broseley89 If you had no landline for 6 weeks, the code of practice seem pretty clear that you are entitled to compensation - 9.76 x 42 = £409.92

Again, according to the code, you should get it within 30 days of the issue being resolved. If not, you can probably claim more compensation for not getting it automatically 😂

Industry Code of Practice for Automatic Compensation

[Broseley89]

Thanks, I've downloaded but it will have to wait till after Christmas now! 

[RL11]

My Landline is now working 👍

Not sure what was done. Just got a text from Sky to say they had fixed "it".

I won't qualify for compensation now 😓

[Broseley89]

At least you got a text. We had nothing and only knew when someone successfully phoned us.

[Broseley89]

• Hi, I have looked into compensation with Sky. Go to the My Sky app help section. If you put into the search bar 'Compensation for loss of land line' you get the info. 

"What we mean by ‘total loss of service’

We mean if your broadband and/or talk stops working completely. That’s if you:

• Can’t make or receive any calls.
• You can’t use the internet on any of your devices and it's not a WiFi problem.

You won’t get compensation if:

• It’s not a total loss of service:
  • Your broadband speed is slow or your internet drops in and out.
  • You can access the internet on some of your devices.
  • Your calls are poor quality or you’re hearing noise or interference."

So I won't get compensation because we could make outgoing calls!

[TimmyBGood]

@Broseley89 

Perhaps check that against the wording of the relevant Ofcom document.

[Broseley89]

Thanks, good call. Page 5 states that it can be one way loss. I'll get on to Sky.

[Broseley89]

@TimmyBGood @RL11 

Thanks for your help guys. I complained to Sky and I got an email today from Sky to say they will pay compensation into my account. Doesn't say how much though! 

A win anyway. Cheers

[Broseley89]

Correction, I've just had a text to say they've paid me £58.56 compensation.  Not the hundreds @RL11 predicted though it was 4 weeks not six.

[RL11]

That's the correct compensation for 8 days without a service - 2 days is apparently acceptable plus 6 days of downtime after that. If you were down for 28 days in total you should get £253.76 (26 x £9.76)