no phone at all, no dial tone, urgent as is mums phone who is 87 with Alzheimer's and vulnerable

[Nta1]

Hi, can someone help escalate this. I care for my mum and the phone line went completely dead yesterday no dial tone or anything, internet is fine. I rang up sky and they said 2 days, I said we need an urgent resolution, I called BT and they could not understand why sky wouldnt class this as a "Welfare issue and get someone within 4 hours" thats what they do and they believed all the othe telecoms partners are signed up to. I rang sky again, person was clueless and same issue, still no phone and mum doesnt understand it, keeps telling me the phone's been cut off. Can soemone here please escalate this, I think I may change the phoneline back to BT as it does seem thet have a priority scheme and a welfare policy.

[Nta1]

can someone share the best phone number to call for this or for escalations as i want to call again please? thank you

[Mark39]

@Nta1 BT's welfare scheme may be a legacy from the time when Openrezch were an integral part of the BT empire. I don't know whether Sky or any other provider other than BT have access to the same scheme now that Openreach is ringfenced.

If you wish we can ask Sky's messaging team if they can contact you here to see if they can help?

[Daniel0210]

@Nta1 

When you called Sky and were told two days it's within two working days which is Openreach's standard fix time which they claim to achieve 80+% of the time. 

On a sidenote 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.
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 notify Sky 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).

[GD1]

@Nta1  Are your parents registered with the accessibility team?  Sky can do priority repairs for landlines for Accessibility Registered customers.

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

[Nta1]

thank you, will try that now, looks like 10 minutes on chat, so I\ll wait online

[Nta1]

jusy spoken to a very jobsworth person from the welfare team who explained he would not put an escalation through to bt openreach as I had a working mobile in the hosue and my mum doesn not have a care machine plugged into the phone line. I asked him if he coudl do it anyway as much as mym is asking me every hour as if its a new thing the phones been cut off, she doesnt know how to use a mobile anymore.

[Mark39]

I would imagine these are the criteria set by Openreach for a welfare referral from Sky, unfortunately 

[Nta1]

interesting, yes when sepaking to bt direct they said, you would qualify for 4 hours with us

[Daniel0210]

@Nta1 

No provider, especially BT is allowed to get preferential treatment by Openreach. 

[Nta1]

I think I am getting confused between bt and bt openreach here, bit stressed out to be honest

[Nta1]

do you have any ideas for what I can do to escalate this at all please @Daniel0210 

[Nta1]

yes please thank you so much

[Daniel0210]

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@Nta1 wrote:

do you have any ideas for what I can do to escalate this at all please @Daniel0210 

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@Nta1

The link provided by @GD1 states 

• A priority fault repair service (for landline and broadband, but not

  mobile) for any registered accessibility customers who have a genuine need for an urgent repair.

If you've already spoken to the Accessibility Team then there's not much else you can do as it would seem their belief appears to be there isn't a genuine need for a more urgent repair. 

Hopefully the fault is a simple one that Openreach can sort out asap. 

[Nta1]

they have checked and come back to me and explained that it is a wider outtage, which is being dealt with,  would have been good to know before I thought was just our phone.