Static on phone line. Been complaining for 5 months

[Mr+Ghosh]

Ever since I renewed my contract 5 months ago, they came and took my phone line out of the wall and plugged it into the broadband hub. I have nothing but static since. Can't hear a word anyone's saying and vice versa. 

My wife and I and in out 70's and fall under the vulnerable category. Having no phone for that long is unacceptable. I've spend so many days complaining and getting passed around from pillar to post. 

Ive tried every resolution over the phone and nothing works. I have requested an engineer visit many times but I'm told that for phone line, they don't do that. I've now raised a complaint and will escalate this to the ombudsman. This service is appalling. 

[Mark39]

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@Mr+Ghosh wrote:

Ive tried every resolution over the phone and nothing works. I have requested an engineer visit many times but I'm told that for phone line, they don't do that. I've now raised a complaint and will escalate this to the ombudsman. This service is appalling. 

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I'm not sure what an engineer visit would achieve, bearing in mind your landline service is now carried over the internet.

What resolutions have you tried?

[TimmyBGood]

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@Mr+Ghosh wrote:

I have requested an engineer visit many times but I'm told that for phone line, they don't do that. 

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I'd think the main suspicion would be the handset and its interaction with the Hub, rather than the broadband itself, and strictly speaking 'engineers' aren't involved in that part of the system.

Have you tried a simple analogue handset without its own mains power, and has the Hub been replaced?

[Mark39]

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@TimmyBGood wrote:

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@Mr+Ghosh wrote:

I have requested an engineer visit many times but I'm told that for phone line, they don't do that. 

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I'd think the main suspicion would be the handset and its interaction with the Hub, rather than the broadband itself.

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I thought the same . I wondered if a replacement handset was one of the 'resolutions' Sky suggested.

[Mr+Ghosh]

Three different handsets used, same static in all. 

[Mark39]

@Mr+Ghosh that's not the issue, then. What else did Sky suggest?

[Mr+Ghosh]

They didn't suggest anything. That's the issue. Did you read the post?

[Mark39]

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@Mr+Ghosh wrote:

Ive tried every resolution over the phone and nothing works. 

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@Mr+Ghosh I was asking what they were. Did you read what you wrote?

Good luck with your complaint.

[Daniel0210]

@Mr+Ghosh 

Sky have up to 8 weeks to resolve a complaint or issue a deadlock letter before you can take it further. 

[TimmyBGood]

@Mr+Ghosh 

Has the Hub been replaced?

Is the broadband being delivered over a metallic circuit or optical fibre?

[Mr+Ghosh]

No the hub wasnt replaced (it's about 2 years old). I think its optical (BT Openreach)

[TimmyBGood · Accepted solution]

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@Mr+Ghosh wrote:

No the hub wasnt replaced (it's about 2 years old)

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I'd suggest chasing Sky to have it swapped out: I'm surprised they haven't offered this already.

[Mr+Ghosh]

Update: Recieved a replacement hub today and it fixed the issue. Why Sky didn't think of this themselves and send a new hub 5 months ago is beyond me. Thanks for all the replies all