BT and no Internet

[Mindovermatter247]

we are with sky but they supposedly rent the line from Bt, about 4 weeks ago we had no phone line , logged it with sky, turns out that it affected several streets in the area, but came out to fix it, it was fine for 2 weeks and then the same thing happened, so on weds night but were outside the house supposedly fixing the problem, when the Internet went. It hasn’t come back on since. They haven’t been back to fix it despite us and several neighbours complaining.
luckily we have unlimited 5g but with the kids at home that’s only gonna go so far. DS 15 is autistic and is very angry at the moment, he can’t get on his laptop, can’t play his switch online, Only his iPad.
we called numerous times and they just keep saying someone will be out. No date given. So we are basically paying for a service we aren’t getting. They gave us compensation for the first error.
anyone have any advice on how to proceed with this? We are wits end, we can’t even blame sky for this as it’s bt problem, which is why we moved from them years ago because thier customer service is abysmal.

When we had an internet problem, the delay was caused by Openreach not being able to find anyone to dig a hole. It took them 7 weeks to fix it! But EE, our internet provider, compensated us for the whole period, despite the fact that they had identified the fault on the first day and weren’t at fault for the delay. So it may be worth asking Sky for compensation anyway.

They were out there for hours the other night, whatever they did they made it worse because we had internet before. Personally I just think they don’t wanna start anything because it’s close to Christmas. DS is spinning out at the moment. His 5g just reset on his iPad and he’s used 25 gb already in the last 2 days. I feel like I’ll end up buying more. It’s not just us, there’s about 6 roads affected. Many of our neighbours who work from home so I feel like it’s a bit of an emergency.

It's not BT that own the line, it's Openreach they lease the line to all service providers who use their network.

Sky get their lives from Openreach not BT. Its confusing as BT Group own Openreach, but due to regulation, BT retail (who you would have orchard your previous broadband from) are a compete separate company from Openreach.

You will have no method of access to Openreach as they are the wholesaler, so you have to keep hounding sky, and get them to manage their supplier. I would also get all your fringed to keep reporting a fault in your line to whoever your phone provider is (assuming you have ADSL and not fibre).

Sky should provide you a mobile dongle while your broadband isn't working.

It’s NOT a BT problem. The lines are all owned and looked after by Openreach. Different companies.

sky should be supporting you with other options until it’s sorted so you need to go back to them and chivvy them up to get it sorted