Phone line is now dead - how do I report this?

[Mark39]

@thebard33 does your master phone socket have separate ports for phone and broadband? Or are you using a microfilter? Have you tried the simple connection test here, even if your broadband is working normally?

https://www.sky.com/help/articles/broadband-diagnostic-start

[thebard33]

I have now contacted sky and arranged a visit to get the landline fixed. I am hopeful that the engineer can call before the specified date (24th),  if not I will have to wait until then. I have had it confirmed that there is probably an outside fault somewhere after further checks have been run. 

[Daniel0210]

@thebard33 
This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the rates are £9.98 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[JimM1]

@thebard33 Past history for me with your type connection, it was fixed remotely next day without any Engineer involvement home wise, so either a software fix or a exchange connection type issue, you are having BB Broadband Internet working so not to much to head off at the pass.

[thebard33]

Hello,

          further to my previous posts, I had an engineer visit on Tuesday after reporting to sky that my landline was not working properly. It was deemed there was a fault somewhere. So I made an appointment for an engineer to call and on Tuesday (24th), he came and part rectified the fault. Now I am told to get in touch with the 'Provisional Araangement' team who will do something magical and repair the line. I am told not to ask for another engineers visit as this is now not required. I can now dial out on the landline, but nobody can dial me. What is the above team, and do I have to ring sky again (waited 30 minutes in a phone queue to arrange the engineer visit)?  

[thebard33]

So a sky engineer visited on the 24th (Tuesday), and after running tests etc it is now possible I can dial out using the landline but nobody can dial me. He told me he would upload the report later and I now need to contact the 'Provisional arrangement' team who will work some magic elsewhere and make the line normal once more. Who are these people and what will they do? How do I contact them?

[Mark39]

@thebard33 I've not heard of this team, but in any case, you would need to call customer services on the usual number.

[thebard33]

So I have now contacted sky again and there is a team using this name and they do exist. It seems they are more to do with Openreach as they are the ones connecting the phones outside of our houses in this area. I have now been told that the connection will be up and running within the next three days. I will let you know when I get it fixed.