No Sky talk. Landline dead but Broadband works

[Mark39]

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@Johnda1 wrote:

Any news?  Our broadband has been intermittent today.  There is still no sign of a working phone connection.  Please keep us informed of what is going on.  Many thanks

John

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Openreach probably haven't attended yet. Earliest is likely to be tomorrow,, or latest mid next week.

[Johnda1]

Someone is intervening.  Our broadband is hardly ever intermittent like today.  It would s that the broadband is being tested.  But it is the phone connection that needs attention. Is there any way of knowing what is going on?  It is a huge handicap at the moment not to have a land line -- when someone dials our number they think it is working because  it appears to ring.  But it does NOT ring here!  Has any told Open Reach about this?

Kind regards

John

[GD1]

@Johnda1 With respect you need to allow the fault to be fixed, no one here will know what Openreach will be doing when they find the fault. 

No one can tell you anything more than you've been told. 

Fault has been logged and you'll be updated when it's fixed, not before.

You don't need to micro manage the issue, it serves no useful purpose other than being annoying.

[Mark39]

Bear in mind also @Johnda1 that phone and broadband services are delivered via the same cable so work to resolve one service may affect the other. 

[Johnda1]

@GDI I'm sorry that you call a 79 year old customer who is in trouble "annoying" and "badgering"! 

• I had expected a proper Sky technical service.  I pay £75 a month for ONLY "Talk and broadband".  We have been with Sky for 13 years.  Very very disappointed now. 

So concretely, how can I  tell Open Reach what the symptoms are... in particular that a person calling us actually hears a normal ring tone, but our phone does not ring?  Also, I  really NEED this line... and need to be properly informed of what is being done.

Please pass this  message to a Sky person

Thank you

[GD1]

@Johnda1  As has been explained you can't speak to Openreach, all relevant info will have been passed to them.

There is nothing that you can do to progress this in any way, the fault will have been logged based on the information you gave the Sky Staff member on chat.  We can't pass anything onto Sky for you as we are customers as well.

Also if your paying £75 for just Broadband and phone I'd recommend speaking to Sky to negotiate a cheaper deal.

Regardless of Tenure you need to be aware that faults are fixed by the network operator who have a 2 working day SLA from the date of reporting the fault. However as noted it may take longer, there is nothing you can do to speed this up.

I would also recommend checking out the accessibility link https://www.sky.com/help/home/accessibility-information/support-with-other-needs/articles/supporting...

[Mark39]

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@Johnda1 wrote:

So concretely, how can I  tell Open Reach what the symptoms are... in particular that a person calling us actually hears a normal ring tone, but our phone does not ring?  Also, I  really NEED this line... and need to be properly informed of what is being done.

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You can't tell Openreach yourself as Openreach deal with faults via service providers, not the end consumer. However, I'm certain sufficient details of the fault will have been passed to them by Sky, to allow Openreach to investigate. It's not a unique fault - we've seen the fault reported by other customers here in the past.

Openreach won't tell you or Sky what they're doing to rectify it step by step. They'll let Sky know when it's fixed and Sky usually send a text message to you to confirm. If Openreach need to investigate further after their initial attendance, they'll let Sky know.

I'm afraid at this point it's a question of waiting for Openreach to report back to Sky.

[Johnda1]

Thanks @Mark39 .

I have received a form to request an appointment for  a home visit.  I ticked all the boxes for the days of the week hoping for an early appointment.  Do you know how long it will be  for sky to inform me ?

Cheers

John

[Mark39]

I can't tell you, I'm afraid. It depends on how budy the technicians are in your area.

Just a thought, though - is your phone connected to the wall socket? And if so, does it plug into a microfilter (one socket for phone, the other for your router)?

Or does your wall socket have separate ports for phone and broadband? 

[Johnda1]

@Mark39, I guess you are thinking of a bad filter.  That was my thought too.  The wall socket has 2 outputs, one for the modem and  the other for the phone. Initially the phone also had a filter, and this always worked fine.  But removing the extra filter made no difference, nor did plugging  an old (previously working) corded phone into this, or any other sockets  around the house, either filtered or unfiltered.  I even sprayed contact cleaner inside the main wall socket.  I could have a look inside, but for the moment, I haven't.

Cheers

John

[Mark39]

It was a long shot. The fact that Sky are arranging a home visit made me wonder. It's still possible that the internal filter in the master socket may be faulty.