Ongoing problems with telephone and broadband

[welshguy2017]

I am at a loss for words regarding the poor customer service and incompetence from BT Openreach.

Since Friday we have had problems with the telephone. 3 BT Openreach engineer visits. Its still an open case with Openreach and SKY Welfare. The service has actually deteriorated with the loss of my broadband since yesterday. 

Any idea what my options are? I have an 82 year old mother home alone in the day without the use of her lifeline or landline telephone. 

Poor customer service from SKY and Openreach. 

[Daniel0210]

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@welshguy2017 wrote:

I am at a loss for words regarding the poor customer service and incompetence from BT Openreach.

Since Friday we have had problems with the telephone. 3 BT Openreach engineer visits. Its still an open case with Openreach and SKY Welfare. The service has actually deteriorated with the loss of my broadband since yesterday. 

Any idea what my options are? I have an 82 year old mother home alone in the day without the use of her lifeline or landline telephone. 

Poor customer service from SKY and Openreach. 

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@welshguy2017 

Although your BB and Talk issues are frustrating, Openreach are obviously on the case, but you don't actually say why the customer service is poor. 

[Mark39]

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@welshguy2017 wrote:

Since Friday we have had problems with the telephone. 3 BT Openreach engineer visits. Its still an open case with Openreach and SKY Welfare. The service has actually deteriorated with the loss of my broadband since yesterday. 

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If you've had three visits from Openreach in less than a week, they're clearly taking it seriously. It's normally uo to 5 days before they take a first look. I doubt there's anything you or Sky can do to expedite Openreach's investigation further.

In  terms of options, you could seek an update from Sky if you haven't spoken to them in the last day or so, though it depends on whether Openreach have given them their latest findings. You might also need to consider backup arrangements for your mother as phone lines are never 100% reliable.

[Daniel0210]

@welshguy2017 

It doesn't help short term but in case you're not aware this link explains 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 it’s fixed).

[welshguy2017]

Yes, due to the problem still not being fixed after each visit. A different engineer each time.

Ive not had broadband for 2 days now. 

[Mark39]

If you've checked for the most recent update from Sky, it's a matter of waiting for Openreach to get to the bottom of it, which presumably means further engineer involvement.

[welshguy2017]

Any idea where i can find out how much compensation i wil get due to loss of services?  Thanks

[Daniel0210]

@welshguy2017 

The link in my earlier post explains but you can't really work it out til the problem is fixed. I think off the top of my head it's £8 something a day. 

edit: the link states £8.40 a day

[welshguy2017]

They have just offered me £10.

[Daniel0210]

@welshguy2017 

So, total loss of broadband since 17th according to your first post. Auto compensation would kick in from yesterday by my reckoning so £10 seems fair to be honest. 

[welshguy2017]

The initial contact was on the 11 August and first engineer visit on the 12th. But no telephone or broadband for 2 days.

[Daniel0210]

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@welshguy2017 wrote:

The initial contact was on the 11 August and first engineer visit on the 12th. But no telephone or broadband for 2 days.

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In your first post dated 18th you stated "The service has actually deteriorated with the loss of my broadband since yesterday."

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 it’s fixed). You couldn't have reported the total loss of BB before the 17th.

[welshguy2017]

I have been having ongoing problems with my telephone service since 12 August.  4 BT Engineer visits, a temporary fix, but as of yesterday no telephone service again.  A case has been raised with welfare as my mum has a care alarm. But now BT Openreach say they will visit on Friday. So potentially 4 days without a functioning telephone service.  

[Daniel0210]

@welshguy2017 

We're customers here like you. Have you an actual question we can try to help with because Openreach seem to be on the case. 

edit: I have merged tonight's post into your original thread so we have the background.