This topic

Phone Line

Jackvolvo — Sun, 12 Dec 2021 16:37:58 GMT

Hi, this has been a pain you no where all weekend trying to get an answer.....

Thursday afternoon engineers were at the pole directly behind my house. After a few hours of them leaving I lost all Internet and broadband connection (Sky Broadband)

I only just notice yesterday they have removed the line connecting my house to the subject pole. So I phoned to report it to the faults line and the claim this is not damage or affecting anything and can't give Me and answer to why ? We moved in to the house in August and I would assume sky would let Bt know I'm using the landlines. Just wanting some other people's views and hopefully and answer.

Thanks jack

Re: Phone Line

jac_95 — Sun, 12 Dec 2021 16:41:33 GMT

This is a forum for BT Consumer customers. It's Openreach that maintain and install the fibre and copper lines.

I'm afraid you will need to report the issue to Sky, your communication provider, who will raise it with Openreach.

Re: Phone Line

Keith_Beddoe — Sun, 12 Dec 2021 16:43:54 GMT

@Jackvolvo

Its Openreach that do the repairs for your provider.

This is a BT Retail Customer Forum, so you need to post on the Sky user forum. Or take it up with Sky.

Sky Help Forum - Help & Support from the Official Sky Forum

BT Retail has no connection to Openreach.

Re: Phone Line

Jackvolvo — Sun, 12 Dec 2021 16:45:12 GMT

Thank you jac_95

I contacted Sky firstly and I'm assuming I just need to wait as they have put the issue out on a report and are waiting for an engineers visit. I was just wondering if anyone had an answer as to why they have done this.

There was no pre warning and no damage to the line everything was perfectly fine. Its just a strange move lol.

Re: Phone Line

Keith_Beddoe — Sun, 12 Dec 2021 16:49:32 GMT

It sounds like Sky have ceased your service. If you are still paying them, then you need to complain.

They will have to get Openreach to fix it.

Re: Phone Line

Jackvolvo — Sun, 12 Dec 2021 16:50:02 GMT

They found a fault (copper fault) then I told them it had been removed. I'm up to date on bills and I still have TV just no Internet.

Re: Phone Line

Keith_Beddoe — Sun, 12 Dec 2021 16:55:02 GMT

@Jackvolvo wrote:

They found a fault (copper fault) then I told them it had been removed. I'm up to date on bills and I still have TV just no Internet.

I am not surprised they detected a fault. Lets hope they get it fixed for you.

Perhaps they expect you to use wire-less 😉

Re: Phone Line

Jackvolvo — Sun, 12 Dec 2021 16:54:09 GMT

HAHA !!

Tell me about it. Its a rather strange story.

Thanks for the help though !!!

Re: Phone Line

iniltous — Sun, 12 Dec 2021 17:26:49 GMT

Something doesn’t make sense , you say Openreach ( not BT ) we’re working on the pole that serves your property and a couple of hour later you lose service , and you have noticed the line to your property from the pole has been removed ?…you would lose service immediately the line was removed from your property , not hours later , plus , even if there was an account problem and Sky inadvertently ceased your service , OR do not come around and disconnect lines from property’s ( why would they , it would require them to come around and put a new dropwire up at some point ) stopping service is not achieved by physically removing anything but done in software .

As already stated , as this is a BT customers forum and you are a Sky customer, irrespective of what’s happened, it will take Sky to resolve it, even if that requires Openreach to do something.

Re: Phone Line

Keith_Beddoe — Sun, 12 Dec 2021 17:32:17 GMT

@iniltous

It may have been hours before it was noticed, as the TV would be delivered by satellite, so unless they needed to use the phone or Internet, they would not be aware.

Re: Phone Line

Jackvolvo — Sun, 12 Dec 2021 17:46:03 GMT

@Keith_Beddoe

Your correct mate, I never noticed for a few hours after it when I cam home from work. I should have said that I suppose rather than a few hours. Just to make it simple for some people. I don't see how it doesn't make sense Bt Openreach engineers were there my neighbour noticed them working. They had two vans and the lift truck there and now the cable has disappeared. Doesn't make sense ? Hmmmm

Re: Phone Line

Keith_Beddoe — Sun, 12 Dec 2021 18:03:19 GMT

@Jackvolvo

BT Openreach do not exist, its a very common mistake the media and public make.

Openreach is a totally separate company, look on their vans, there is no mention of BT.

Re: Phone Line

iniltous — Sun, 12 Dec 2021 20:11:02 GMT

If Openreach have for some inexplicable reason taken your dropwire down , then Sky should be able to ‘see’ this disconnection and raise a fault , getting Openreach back to replace the cable they removed….obviously the only way you are going to get this done is by Sky recognising the problem and arranging an Openreach visit, ( in other words you need to let Sky know you have lost service ).

Openreach do not deal with consumers directly , you calling them to say your dropwire is missing is going to be met with a request for you to contact your provider ( Sky ), even if it were ‘damage’ for example high winds had brought the wire down , all the Openreach ‘damage’ line would arrange would be to make the wire ‘safe’ , so it couldn’t injure anyone , you would still need to contact your provider to restore service, it’s not clear why you haven’t contacted Sky already if it were Thursday when this happened