Damaged Internal Phone Line Needs Replacing

[Dot8]

I am a Sky customer and need my landline to enable me to contact emergency services as no mobile reception, my landline is down so I cant make or receive calls or phone sky.

I am a lady in her 70's, live alone and am disabled, I have difficulty walking and live in a rural location so my landline is important as nobody would know if I had another spontaneous expulsion fracture and died. Please help me asap.

[Mark39 · Accepted solution]

@Dot8 is this the phone line which comes from outside to your master phone socket? Or is this a cable from your master socket to another phone socket?

[Daniel0210]

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@Dot8 wrote:

I am a lady in her 70's, live alone and am disabled, I have difficulty walking and live in a rural location so my landline is important 

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@Dot8 
It may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

[Dot8]

I have just received a message from OPENREACH, the problem is outside my property and they will attend when they can! Thankyou to everyone who has shown support. As an elderly lady i am happy living here with my animals, its a remote hamlet but last week i had immigrants on my land and in my outbuildings. I have a 49yr old horse and three elderly dogs so being without a landline frightens me plus I have suffered a number of spontaneous expulsion fractures, may need to contact my vet and as no mobile reception my landline is a lifeline. thankyou again to all of you giving me support Xxx

[Mark39]

Hello @Dot8 has this now been fixed?

[Dot8]

Yes, and i have never had issues before but OpenReach cant attend for 6-8 weeks and with no mobile reception I could be dead. I wish that i had never gone to sky **bleep** they are noo help but still charging me for a service that I don't get!

[Daniel0210]

@Dot8 

Even going with another ISP would not have quickened the Openreach response I'm afraid.

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault.

The below 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. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.