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    And the fun begins

    This is a discussion on And the fun begins within the Sky Talk forums, part of the Other Sky help and support category; I see, not trying to be precocious, but will it make any difference if I ring. Or is the trick ...

    1. #11
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      I see, not trying to be precocious, but will it make any difference if I ring. Or is the trick to keep bugging them to get the ball rolling?


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    3. #12
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      Quote Originally Posted by User05 View Post
      Have you tried a handset direct at the test socket with no other equipment connected?

      If so, and Sky's line test is passing, then it'll be escalated to the Customer Solutions Team. All they're going to do is run a different test; if it looks like a fault on Sky's equipment at the exchange, then they'll give the case to the Network Operations Centre; if the fault doesn't look to be on Sky's equipment, then they'll log a fault to Openreach.

      If you're positive that your end is fine (by trying the test socket with a known working handset), then it's probably some kind of frames/exchange issue.
      Judging by the processes involved in your post, I could be waiting a while before this is resolved

    4. #13
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      Re: And the fun begins

      It's up to you at the end of the day, but the case won't be assigned to an advisor for at least 72 hours. Then, whatever the next action, will then likely be a further wait of at least 48 hours.

      If you want it resolved ASAP, then I'd highly suggest calling in. There's really only two actions that can be taken at this point (both explained earlier in the thread), which take up to 48-72 hours for some kind of update usually. So, I don't see the point waiting 72 hours to receive a call-back and to be told to wait for a further 48-72 hours.

    5. #14
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      Cheers bud. I'll ring and ask for CST tomorrow

    6. #15
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      Re: And the fun begins

      Leezer, the quicker you ring the better. Otherwise this case will move forward until CST pick it up which sometimes may be longer than 72 hours. There have been quite a few exchnage outages this week so the likeliness is that CST will be busy. As you know your end is opk u just need it addressing. In cases like this BT may have done the work required at their end before sky (or visa vers- Im not pointing fingers). As already pointed out this will get passed to NOC who need to make adjustments to your acct at sky end (they are office based but have access to the switch and the exchnage cards etc) they may be able to resolve. If not a fault will need to be raised to openreach for an exchnage engineer to check the pyhsical set up of the line at the mdf/hdf (in the exchnage).

      Hope this helps.

      CST are open till 11pm tonight.

    7. #16
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      Will DLM start from my activation date or when the router is first connected to sky's network?

    8. #17
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      Update:
      Got speaking to a nice gentleman in CST. Did a test showing the line is only 45m long, so there is a link missing somewhere at the exchange. Should be sorted within 48hrs.

    9. #18
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      Re: And the fun begins

      Typically, if it shows under 30m then it's logged to NOC. So, Openreach will be on the case - 48 hours is indeed correct.

    10. #19
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      Great service. BT dude called to say problem sorted. Haven't been home yet to test but here's hoping.
      Glad I phoned this morning now.
      Cheers peeps

    11. #20
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      Re: And the fun begins

      Woop Woop. All up and running now.

     

     
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