No phone line and no call divert

mhoc

This afternoon we lost our phone line again. It rings in but when you pick up it does not connect and just continues ringing

(Our broadband is Ok, as slow as usual, satellite is fine)

OH got through to sky this afternoon on the mobile - (I did try to get through to sky chat online but the link never shows and on twitter sky help just direct you to the online help pages which obviously we had already tried)

Sky rang OH back after they got in touch with BT open reach and its a level 2 problem so they are digging the road up - no idea where as our street exchange box is 3 miles away . They are ringing us on February 21st with a progress report so potentially we might have no land line for neatly 2 weeks.

I then tried using the online help page to divert calls from the landline to my mobile but as we have no dialling tone it did not work.
OH rang them back but sky said they could not divert from their side

So in the meantime the phone rings, you pick the receiver up but it won't connect, it just rings and rings.

I think tommorow I am going to be unplugging both phones as it will drive me bats, phones ringing that I can't answer.

Advice please - in the old BT days when we had no line they diverted calls for us from their side so I don't understand why it's not possible now. If calls could be diverted then they could take as long as they like to dig the holes.

I also probably also need to be writing a complaint letter to sky if I can find an address about the hopeless response we had to our calls and to put in a claim for refund of the monthly landline fees etc - so if anyone has an address (or a CEO email address that they have had a successful response to)

fruitpie

Sorry to hear your plight mhoc. My parents have been without incoming calls for two weeks today ! Hope your problem is sorted soon.

On my parents behalf, I managed to get on Sky Live chat, clicked on complaint and typed away to a very nice guy in the Fix and Learn department.

He told me that my parents line should be able to receive incoming calls from tomorrow or Wednesday .... Soon be Christmas !!!!!

JJ_Egan

If your line rental is with Sky that who you contact . BT Open Reach is not a public facing company and will only deal with providers .

mgfvvc

can you borrow a neighbours broadband to divert the calls or do it from work computers or a library?

mhoc

mgfvvc wrote: »

can you borrow a neighbours broadband to divert the calls or do it from work computers or a library?

no divert has to be from your home phone sadly.
someone has speculated that it could be water damage on the cables as BT don't put wires in conduit and also that although we have broadband now this could drift away :eek:

I've had the sky page open for live chat since 8.30 this morning and I keep checking every time I walk past the computer but its always unavailable.

annoying that they don't have a call back facility - United futilities does and the blood donation people.

also when we had Eon in the past if you wrote anything on an open forum praise or problem within hours the Eon rep would respond and get your issue sorted

JJ_Egan

Do Sky have a users forum ??

mhoc

JJ_Egan wrote: »

Do Sky have a users forum ??

yes there is a sky community forum but its a dead zone. People go there to leave their complaints but no sky technician ever replies or solves anyones problems

iniltous

BT will put a faulty line on incoming calls divert to another number for the duration of the fault if you ask them to, but that doesn't have to be copied by other providers...presumably Sky dont do this , they will allow you to add call diversion as a home phone package extra (£2.50/month) and divert calls yourself, but if this requires you to dial in the number that is going to receive the diverted calls from the line itself, then that isn't going to help you with a faulty line.
If Sky say they cannot do it as the network administrator, in the way BT do as thier network administrator then it sounds as though you will have to wait until the line problem is fixed
BT and Sky don't have to have the same policy's , this seems to be a case where Sky won't or cannot do something BT offer their customers

JPR

Had a similar problem with EE at Christmas landline down for 9 days). They were happy to divert calls to my mobile, as had BT when I was with them. The difference was that BT never charged for the diverted calls. EE though, with no prior warning, charged me for every diverted call.
Effectively, I had no control over these calls and am still trying to get anyone to EE to deal with it.