Phone line has been faulty for a week and I cannot get through to anyone to find out about progress

[Julia19681]

My mother-in-law's phone line broke after the recent storms.  I reported the fault last weekend and was told by the Sky operator that it would be referred to BT Open Reach and would be fixed in 2 days.  We are now 7 days on and it is still broken and we have had no contact to indicate it is being looked at by Open Reach.  I have tried to get on touch with Sky by phone today and just get a recorded message about known issues with Broadband and told to ring back later.  Tried the Chat and that was useless.  I would like to get in touch with someone to find out when her line will be investigated and repaired.  She is 84 and isolated without the phoneline.

[Daniel0210]

@Julia19681 

The recent storm will have impacted Openreach repair times drastically. Unfortunately for updates all you can do is call Sky and see if they've had an update from Openreach.

In case you aren’t already aware, the following link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If your m-i-l has a total loss of service and it isn’t fixed after two full WORKING days from when you/she notify Sky of the fault, she will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on her Sky account (from 01/04/24 the rates are £9.76 per day).

[Julia19681]

Many thanks for the information.  I will keep trying and look into compensation for her.