No phone line for nearly 5 weeks

[Wend24]

What does it take to get sky & openreach to actually call at a home address.  There seems to be a problem with actual line (dead). Been sent new routers, same problem and complaints to sky don't get anywhere.   

[Daniel0210]

@Wend24 

If a new router hasn't improved the landline side of things what have Sky said when you've contacted them again?

[Wend24]

I've gone round and round with checking back of router, taking photos of router (no light on voice), photos of openreach portal, ( three green lights) being promised an engineer by help desk only to be told 'more info needed'.  There is no more info I can give. I've even made a complaint 

[Mark39]

@Wend24 is there any background to this? Are you new to Sky broadband/landline? Or has your Sky landline been working OK up to now? As Sky have sent you a replacement router, I assume you have Internet calls - is your phone plugged into your router? Is it a black router or white? If it's black, is the Voice LED on the front panel illuminated green? Or amber?

[Wend24]

Been with Sky over 6 years.  All was working fine after changing  a while ago to fibre and Glass tv right up to 4 + weeks ago. So all ok at back of hub. Nothing is plugged in incorrectly or loose. Phone display says 'line call error ' 

[Mark39]

@Wend24 try restarting both your broadband Hub and the fibre ONT by switching them both off at the plug for a few minutes. Does that prompt the Voice light to illuminate?

[Wend24]

Thanks for suggestion but Yup tried that a few times.    Help desk said  turn them off  for an hour and back on,  but just the same.  I'm convinced it's a problem since some work done on telegraph pole outside, but hey what do I know 🤣🤣.  If only a Sky/Openreach Engineer would check out that aspect but Sky  promise to send one and I'm still waiting.  Got yet another Router tho 🤣🤣🤣 🤦‍♀️

[Mark39]

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@Wend24 wrote:

  I'm convinced it's a problem since some work done on telegraph pole outside, but hey what do I know 🤣🤣.  

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I think that's unlikely as telephone calls are routed via the fibre optic cable. Nevertheless clearly something is amiss. Given the length of time this has been going on, I'd suggest raising a formal complaint in writing (via the webform, rather than calling) to see if that prompts a response.

https://www.sky.com/help/articles/how-to-make-a-complaint

[Wend24]

I have formally complained but get the promise of an engineer only to get same old message from 'engineer' more info needed and helpdesk number. I've even had a WhatsApp conversation with an Sky Agent on Sunday, who was sympathetic, said Engineer would come, same old story.  It's been a very frustrating experience as you can't get to actually talk to anyone about it, just helpdesk who just follow a script.  I have now complained again as have been waiting for a response.   

[Wend24]

Well over 6 weeks and still no phone connection. Am in touch now with executive complaints as received yet another router (number 3) when nothing has been checked out. No Engineer, no Openreach to check connection outside.  Now trying to get them to revert to Router I already have, as only been changed a few weeks ago, and not changing every device again for same thing to happen, apparently that can take up to 18 days 🤦‍♀️.  Will let you know what happens next 

[Mark39]

@Wend24 

I doubt there's any point sending an Openreach engineer. The only outside connection to check would be the fibre optic cable to your ONT, and if your broadband  service is ok, there's wouldn't appear to be any problem with that connection..

A Sky engineer would only be able to check that you've got your phone plugged into your broadband Hub correctly.

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@Mark39 wrote:

Is it a black router or white? If it's black, is the Voice LED on the front panel illuminated green? Or amber?

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I don't think you answered the above?

[Wend24]

It's the black router and light (voice) is amber or not on at all.  All wired correctly, & broadband,  WiFi,  tv all ok.