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    Phone/broadband been off for 5 days now... help!

    This is a discussion on Phone/broadband been off for 5 days now... help! within the Sky Talk forums, part of the Other Sky help and support category; Sometime on Friday my phone line disappeared. I've been a happy Sky Talk customer for a few months. I've put ...

    1. #1
      chrisw99's Avatar
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      Phone/broadband been off for 5 days now... help!

      Sometime on Friday my phone line disappeared. I've been a happy Sky Talk customer for a few months. I've put a phone in the master test socket and it's dead, so it's external to my house.

      Due to Sky's "systems being down", I never actually got to speak to someone who could raise a fault with BT till Sunday morning. I was told it would be fixed Monday afternoon "probably".

      I just called them now, and they say BT still haven't sent an engineer so it's down to them, Sky will not chase it up, they say it's down to BT.

      I pay Sky for the line rental now, moved to Sky's own voice and broadband network. I find this ridiculous that I have no line, and Sky are unwilling to chase it up. All they say they can do is monitor BT Openreach's system status which is still saying "engineer not dispatched"

      Where do I stand on this? 5 days without phone/broadband, and several s down having to use my mobile for my calls in the meantime..

      Totally unacceptable!


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    3. #2
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      Re: Phone/broadband been off for 5 days now... help!

      Once a fault has been logged to Openreach, it can take up to 48 hours for updates and all Sky can do is track the fault for updates. Where exactly did Sky say the fault was found?

    4. #3
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      Re: Phone/broadband been off for 5 days now... help!

      They muttered something about earth contacts?

      It's been much longer than 48 hours now!

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      Re: Phone/broadband been off for 5 days now... help!

      Alright, it's a line fault then. If it has been logged on Sunday, then I'd expect there should be an update by tomorrow. If you haven't been contacted, then call Sky back up and in the event that there is still no update then they should be able to request an update from Openreach.

    6. #5
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      Re: Phone/broadband been off for 5 days now... help!

      Well Sky got in touch, apparently there's been a big problem with BT "that was on the news" and 1000s of lines are affected, it could be up till Nov 15th before I have a line again.

      I've been googling but can't find any news about this.

    7. #6
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      Re: Phone/broadband been off for 5 days now... help!

      Unless they're talking about the recent BT network issue in Northern Ireland, Scotland & Northern England (which affected connect users - are you on Sky connect?), then I can't imagine what other outtage they could be getting at. Then again, I haven't been in since Sunday, so there may be another that I'm not aware of.

    8. #7
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      Re: Phone/broadband been off for 5 days now... help!

      No, not on Sky Connect, on unlimited phone/broadband.

      An update from Sky, although it may be Nov 15th before full service is resumed, there should be a temporary service in place within 48 hours as BT are erecting some overhead cables. The problem apparently is underground.

      I'm on the Hulme Hall exchange in Cheadle Hulme, Cheshire. Still can't find any news, but I've heard on the grapevine one of the neighbours hasn't got a phone line now either.

    9. #8
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      Re: Phone/broadband been off for 5 days now... help!

      Sky just rung again (at least they are updating me regularly now) telling me BT Openreach have confirmed it is part of the "National cable breakdown" and thousands of other users are affected, not just me, and they don't know when it will be back.

      A pointless update really, but they do say national now, so doesn't sound like it's local to my exchange.

      But if it really is national and affecting thousands, there must be some news, somewhere about this surely??? Can't find anything on the BT, BT openreach, Sky pages at the moment.

    10. #9
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      Re: Phone/broadband been off for 5 days now... help!

      There is a report on the BT Status page, but as it only started on Monday, I doubt if it is connected to your problem -
      Service status | Help & Support | BT.com

      TomD


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    11. #10
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      Re: Phone/broadband been off for 5 days now... help!

      I thought I should update this now it's all over.
      It turned out some local contractors sliced through a load of cables, cutting off 100s of home in the area.

      So not the "national" outage Sky told me about.

      I was cut off for a week in total.

      To be fair to Sky, it obviously wasn't their fault at all, and the resolution was entirely in the hands of BT Openreach engineers.

      And for my troubles, I'm getting my Movies/Sports TV subscription for half price over the next 3 months, saving me 40-ish, so I'm quite happy with that.

     

     

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