Sky Telephone Line - HELP!

mallow56

Help!!! I am with Sky for my line rental, calls, TV, Broadband etc and in the middle of November, Ski installed their own equipment into my local tlephone exchange. Since then , I have had numerous intermittent problems with my line. Sky's Tech dept have done numerous line tests, some showed faults others didn't. They eventually arranged for a BT engineer to come out so we dutifully took the day off work thinking it would be sorted, hmm! No-one turned up so after ringing Sky and being told basically tough with no apology I emailed the CEO who's email address I came across on here. A girl from Sky's customer excellence dept got in touch and re-arranged the appt - only for them to turn up a week after the original one and a week before the re-arranged one when we were at work. BT were meant to come again Friday gone, but again after taking a day off, no-one turned up! The girl I was dealing with now has an automated response on her email to say I need to fill in a form and the email was not received and the CEO just isn't bothering! Any advice much appreciated please

spike7451

I used to work in Sky Broadband's TSG or whatever they're called now (it was Tier 2 & 3 then) so I know how peed off you feel as I used to deal with BT on a daily basis.
The problem is Sky can talk to BT but not Openreach,who do the work.
Most fault reports are booked online when the fault is raised on BT Wholesale & if a visit by BT is required,then,like you've experienced,a appointment is made with the customer.

It would help if you gave a brief description of your fault,it'd give us a better idea of where the fault might lye.
(Before working for Sky BBand I worked for Sky as an engineer for a year or so after redundency from VM/NTL where I was a Fault Service Engineer.)

mallow56

Thanks for replying! When people ring me, there is a long pause when nothing happens, then there is a constant beep - but not an engaged tone and the call doesn't connect. This happens intermittently. Also when I ring out, there is silence on my end of the phone but at the other end on the phone I am trying to call, it is ringing out as normal. Again this happens intermittently. Hope you understand this!:rolleyes:

spike7451

Ok,
Do you have your phone's/broadband/Sky box(s) connected to extensions?
Do you have a Microfilter connected to every phone point that is in use?

If you have a NTE5 master socket,then you need to unscrew the bottom faceplate & connect your phone into the test socket,preferably a wired phone.



Once you have the phone connected into the test port,then that'll identify where the fault lies,in the home or exchange.
Try ringing it with your mobile & then ring your mobile.

mallow56

I plugged the phone into the test socket one night at 11pm when Sky called me back after work and that was clear. When the BT engineer came out when he wasn't meant to and I was at work, my neighbour rang me and I spoke to him via mobiles. He said everything outside was fine, so he would need to be in the house when he came back to use his laptop?

As it's not all the time, it's harder to find out where the problem lies I'm guessing? :rolleyes:

spike7451

Yup,it could be numerous things;faulty filter,incorrect set up,low line voltage..
When you speak to Sky again,ask the agent for his 'Chordiant id number',that'll make tracing the person easier for you.
BT engineers lappy has diagnostic stuff on it,he can also tell where the fault is on the line as well.