Sky charging for line to be fixed

bettyboo333

Hi I'm new to this area so please be gentle!!! I need your help we have been with sky for 3 years now and have their broadband home phone and sky package and we pay in the region of around £75 per month. Last weekend our house phone went dead no ring tone nothing and the broadband was very hit and miss too. As I have a life threatening health condition I was very worried by this. Contacted Sky by e mail to inform of the fault and they answered saying that they had found a fault close to our home and that BT Openreach would be out to fix it asap. 4 days later and no one has been out and we still have no phone and minimal internet connection. I have been sending e mails galore and sky now say that there is no fault on the line and gave us some troubleshooting tips to try. These have not worked and I have questioned why they detected a fault the other day and nothing now!!. Sky have now said that if they come out to fix it and find it's not a fault of theirs they will charge us £99,98 call out fee and then £65 per hour charge!!!!!! I have asked them why would they charge us but they say it's the only way for it to be fixed. Can anybody advise me what to do next we don't have the money to pay and to be honest I'm disgusted at the way they are treating us . They want us to phone a 0844 number to discuss thing but I have refused to do this untill they give me a freephone number

iniltous

I think you have mis-understood or they didnt explain properly, but if you report a phone fault and BT Openreach come out (Sky dont attend) and the fault is found to be on something BT/OR are not responsible for then OR charge Sky, Sky charge you....if the fault is on something BT/OR are responsible for, then its fixed as part of the line rental....when the line was tested it roughly identifys where the problem is, so if the test result shows a fault at the customers end they stress the possibility of charges
If you have an ordinary phone book, in the early pages ( 5 or 6 ) there is a guide on how to tell if the problem is outside (so BT/OR problem) or inside (your problem).

macman

You say no ring tone-I presume you mean no dial tone?. Can you ring in or out? Have you tried calling the number from another phone or mobile?
Try that with another handset (that you know to be working) from the master socket. If still nothing then you can be pretty sure that it's a line fault and not chargeable, then insist that Sky report the fault to OR.
This assumes that it is not due to user-infllcted damage to the master socket or cabling upstream of it.