My phone line been not working since monday 15 dec keepid saying enginer coming doon know 20 dec sti

[MARKIE52]

They had put 6 front plates came repaired Friday the following Monday no incoming or out going calls the phone a year old bought a phone last four years thinking was phone when phone from mobile to house comes up line busy run 3pm out side box along path down next door drive into box on the wall along his property to our two years ago a engineer said been tampered with and was told then a new line needed nothing done I got use a pay as you ho to phone medicsle dide my wife lost a phone aplomrnt because phone dead she been wating 3 years know got wait when can get one

[Mark39]

@MARKIE52 I'm really sorry, but I'm struggling to understand your post. Can you help with my additions in bold to your post?

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@MARKIE52 wrote:

They had put 6 front plates came repaired (what do you mean by '6 front plates' and who are 'they'?) Friday the following Monday no incoming or out going calls the phone a year old bought a phone last four years thinking was phone when phone from mobile to house comes up line busy

run 3pm out side box along path down next door drive into box on the wall along his property to our two years ago (who did this? What do you mean by a side box? And what's the box on your neighbour's wall?) a engineer said been tampered with and was told then a new line needed nothing done I got use a pay as you ho to phone (you mean a mobile phone?) medicsle dide my wife lost a phone aplomrnt because phone dead she been wating 3 years know got wait when can get one

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Have you been in touch with Sky about this?

[MARKIE52]

yes i have contacted sky first on 15 dec  no incoming or out going calls told will be two to five days  on the tracker from the 15 dec keeps showing engeiner coming out soon sunday 21/12/2025 still no incoming or outgoing calls was told on friday 15 dec if could not fix they lay a new cable thats not been done sky said the engineer did not turn up we are classed as vunbreale and disabled here i told sky that the line had been in since the 70s when was with bt we had 14 routers 16 openreach out they stated there was 100 mill of aluminium on the line so can not be copper from cabinet to the home i told them runs from a box outside my back door along the footpath down nextdoor drive (two years ago openreach came out said was tampered with ) on box on his garage wall then across lenth his bunglow into mine its know 144hours with out a phone but one sky person told me he montor it and should not take that long on wensday i just sent sky a message to put a complaint to openreach they was out on 12 dec as could not hear them over the phone know have to use a pay as you go phone  to phone my gps my wife has had her one one one call from the hospitale saying dint answer the phone this was to save her goingto the hospitale on thursday then a second one the same on friday on monday 15 was told will take two to five days i still got virgian box in the home if this is how sky and openreach teach a customer thats been with them 12 years i mite go back w2ith broadband and phone to them 

[Mark39]

@MARKIE52 thank you for the clarification. If I've understood correctly,  the gist of this is that you reported a fault on 15 December and an engineer callout was scheduled for yesterday. If that didn't happen, I'd suggest calling again for an update.

Openreach aim to fix most faults on first attendance within 2 to 5 days, but if they identify further work that needs to be done, it can take longer. Unfortunately Sky has no control over Openreach's timescales.

[MARKIE52]

Yes every two days one sky stated engineer coming then said he did not turn up the fault is not in the home but from exchange to the home when dialed from mobile to home kept coming up line busy I told them my wife classed as vulnerable and disabled she been wating week from call from hospitale to do over phone instead visting they canceled it saying could not contact the person so know got go throught gp again 7 days  not working  finale 24 dec 3.30 rang from mobile to home house phone working was told working on conversation in back ground and told them had use a pay as you go and keep topping up for medicale reasons

[Daniel0210]

@MARKIE52 

It's unfortunate that this fault has happened at this time of year where Bank Holidays add to delays in Openreach fixing a fault. 

Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault. Openreach claim to be successful within that timeframe in about 85% of cases.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (after getting 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 01/04/25 the new rates are £9.98 per day)

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