No house phone working for over a week engineer not turning up

[Michelle131313]

Rang Sky start of week from mobile as house phone has no line... They booked engineer for today.. Surprise surprise didn't show up and no phone call...... I'm a disabled lady I've emphasised this to sky how vital my phone working is........ They have now rearranged this visit for next Tuesday so that's a week from when line stopped working. Not acceptable. Paying for a service I don't have and more importantly being messed around on the phone.. Any suggestions please as can't wait until Tuesday. I'm missing hospital calls as the house phone my main number

[Daniel0210]

@Michelle131313 

There is nothing we can do to quicken up the visit. It will already be the earliest available visit in your area. See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 you first report the fault to Sky, you will become eligible for it once the fault has been fixed. It will come in the form of a credit appearing on your account.

[Michelle131313]

No one turned up for the arranged visit today.... No one informed me that they couldn't make it and I have a care line set up on my house phone... This really isn't acceptable.. Poor customer service but just got through to a lovely man in the complaints section who is telling to escalate this for me... He also agreed not acceptable

[caesarome]

While there is no excuse for not keeping you informed this might have happened as Openreach the company who would be carrying out this work on behalf of Sky are being hit by strikes by their staff at present, there is another strike on Monday for example and there was a strike yesterday which means there is a backlog of work and this might be why nobody turned up today but if there was a lack of communication between Openreach and Sky this might explain why you were not informed that nobody is going to come today.

[Michelle131313]

Terrible and no excuse indeed, I actually cancelled a Drs appt this afternoon for this absolute waste of time. Not acceptable! I didn't know there were strikes on with Openreach, chances are they won't turn up again Tuesday then!