Problems with Sky & BT

[Jock]

Hoping someone might be able to offer some advice or something as I'm pulling my hair out with this one.

Our phones through sky as my fibre broadband which ive had for about 2 weeks.

On Thursday I noticed the internets down and phone sky who were fairly useless but tell me an engineer will be out in 72 hours.

The next day I notice that our phones numbers no longer our phones number, caller ID shows a totally different number which explains why the broadband is also down. Phone sky and Im promised an engineer will be out in 24 hours. Also when I phoned what used to be my number I get a woman whos having the same problem obviously and has last her own number although the one I have isn't hers.

Roll on 24 hours and no engineer. A phonecall to sky confirms that no engineer was booked and it would have been impossible to get one out in 24 hours. At least ive got the engineer from the first call I thought. Nope, they cancelled him in their wisdom.

So now I have an engineer booked and will take 72 hours which was this morning, The one guy who can fix the issue but then tells me he phoned our old number and an old dear answered who has had the number for 19 years and never had any bother so now hes left telling me I need a brand new phone number sorting by sky.

My wife took the appointment but surely what he's claiming has to be physically impossible. I've used my number for 8 years, as have my family etc to get in touch with me. now surely if that was the case some of those calls would have went to the old dear, either that or shes never had a call in the last 8 years.

Problems is of course is were just getting the run around, and no one seems to want to move quickly despite the fact my phonecalls currently go elsewhere, and I run a business from home which is going to suffer from this big time.

Has anyone ever had anything similar, or have any knowledge about what could be up?

 

[stoofa]

I had a similar issue.
A while back we started receiving some "wrong number" calls over a weekend. Same person called at least three times and I honestly think he thought I was the person he was trying to speak to - just trying to be funny.
I still didn't think anything of it until my wife tried to call her mum. Her mum didn't pick up.
Turns out her mum saw a different number on the CallerID and so ignored it.

When eventually I managed to raise an issue with BT (who supply my phone and Infinity 2 connection) it turns out one of their engineers was setting up a line for someone who had moved in down the road, had basically seen that the last two numbers of the port were what he was looking for and connected the wrong lines in.
So calls to our number were going nowhere and this other persons calls were going to us.

To be fair once BT were on the case they were pretty quick - I raised an online issue over the weekend and by the end of play Monday it was all sorted.
My infinity 2 worked throughout the whole issue and as I so rarely use the landline we just didn't realise there was a problem for a good week.

 

[EGuitarStar]

First of all I would record every phone call or try and email them (Both BT & Sky) so you can keep a trail. You must let them know if you are recording a phone call.

You would be surprised with how many people actually do something worthwhile when they know what they say and do is recorded in some way.

If you speak to BT try and demand you speak to a supervisor or 2nd or 3rd line support you'll just bypass the nonesense.

I've had dealings with BT in the past and they can be very difficult to deal with.

 

[Jock]

It got a bit stranger before it got better but seems to be fixed now.

Basically another engineer turned up an hour after the first and had no idea anyone else had been out and said theres no notes been left on the system from him so no one really knows what he was doing.

This guy I think felt bad for my pregnant wife as she was quite irate about the whole fiasco and explained he wouldn't leave till it was fixed. All he had to do was go to the exchange, found our wire hanging out and another in its place, so he just swapped them round and now everythings working. So again, it calls into question what the first guy was playing at, and ive no idea why this second engineer was even there, although im glad he was obviously.

incompetence seems to be so common it still amazes me to this day. Skys handling from the outset was appalling, and BT's not much better, and the problem was what I suspected from the very beginning.

 

[Beerbaron]

You alway get one engineer who knows his stuff and rest just pass the issue to someone else.