sky phone fault

miloben1

I have no dial tone on my landline, I've tried the test socket and there is still no dial tone and every web site I've looked at has said that that means its not an internal fault. I have told sky this but they insist that the fault is inside my property and that I will have to pay for an engineer to come out and fix the line, just wondering if anyone else has had this problem and if the fault was found inside, really at a loss as what to do because I can not afford the charges at the moment.
Thanks

Heinz

I think you may have missed the word IF in the spiel the Sky agent gave you about charges.

I have told sky this but they insist that IF the fault is inside my property [STRIKE]and that[/STRIKE] I will have to pay for an engineer to come out and fix the line

That's a standard warning they give.

miloben1

They have told me that the fault IS inside my property, which is why I was asking if anyone else had been told that but it turned out that the fault was elsewhere.

Heinz

If you believe them then you have no option but to wait until you can afford whatever they say they're going to charge.

Because all PSTN re-sellers have to use (and pay) BT Openreach for repairs, some like to put their customers off reporting faults so that they don't have to fork out money themselves.

macman

Even if it is inside your property, but at or upstream of the master socket, then Sky are still responsible for fixing it.
You have done the right test, but have you established that it's not a handset fault (by swapping it for a known working one)? If yes, then you can be quite confident that it's not a chargeable call-out.

iniltous

Heinz wrote: »

If you believe them then you have no option but to wait until you can afford whatever they say they're going to charge.

Because all PSTN re-sellers have to use (and pay) BT Openreach for repairs, some like to put their customers off reporting faults so that they don't have to fork out money themselves.

Openreach CP customers do not pay for repairs unless the problem is on what Openreach are not responsible for..like the end users personal equipment or internal wiring, or if Openreach's line plant has been damaged within the end user property boundary..but if the problem is on OR's line plant the repair is 'free' as maintenance is included in the line rental fee

Mevs01

I to am having this problem, no dial tone, have tested phone socket with 2 phones never had an issue with BT. Impossible to get Sky to give you an answer. Are we within our rights to cancel and get a refund as we are not getting the service we are paying for?

macman

No, just insist that an OR engineer attend, you need to be persistent and get beyond the first level script readers.

ukcarper

If you have removed front plate from NTE and plugged a phone you know to be ok in test socket behind the fault is not your responsible. The only exception is if any internal wiring has been connected to NTE incorrectly (all internal wiring should be connected to the front plate you have removed).

spike7451

ukcarper wrote: »

If you have removed front plate from NTE and plugged a phone you know to be ok in test socket behind the fault is not your responsible. The only exception is if any internal wiring has been connected to NTE incorrectly (all internal wiring should be connected to the front plate you have removed).

Actually,this is not correct now as BT have changed the definitions of what IS the customers responsibility.

You'll have to pay £99 if the engineer finds the problem is due to damage to the network outside your home within the boundary of your property. Some chargeable faults we've come across are caused by:
Building work such as home extensions or the fitting of new windows
Damp

http://bt.custhelp.com/app/answers/detail/a_id/12439/c/345,353,353

So if damp has gotten into the NTE5 & affected the A/B connections in the rear,as far as BT are concerned,the customer IS responsible..

ukcarper

spike7451 wrote: »

Actually,this is not correct now as BT have changed the definitions of what IS the customers responsibility.



http://bt.custhelp.com/app/answers/detail/a_id/12439/c/345,353,353

So if damp has gotten into the NTE5 & affected the A/B connections in the rear,as far as BT are concerned,the customer IS responsible..

Reading that it does sound like they have moved goalpost and the average person will have no way proving if the fault is not on there property.

Saying that with the water board you are responsable for pipework on your property.