Anna Tims 

My frail grandad is left vulnerable as Sky refuses to fix his phone

He can’t help with a ‘line test’ so the engineers won’t visit
  
  

telephone engineer
Sky said they wouldn't send a telephone engineer, and they wouldn't let me cancel the contract. Photograph: Mykel Nicolaou/Rex Features Photograph: Mykel Nicolaou/Rex Features

I took out a Sky account for my 80-year-old grandad almost a year ago as he is currently in renal failure, has rheumatoid arthritis and cannot get out. He has the full works with Sky TV, broadband and phone. His phone and broadband recently stopped working after a storm.

I have called Sky to have the situation resolved as soon as possible as having a working phone is life or death for my grandad.

They are unable to send an engineer out as they need him to be able to help with the line test which includes lying on the floor to unscrew telephone sockets. My grandad has only one hip and can barely get himself out of bed each day.

I have asked whether he could terminate his contract as he is not able to help with this line test. But I had taken out a new contract for him only 14 days before (as Sky had an offer on) and they will not allow him to leave without paying up until December 2015.

Do we have a legal right to terminate this contract? SD, Blackheath, London

Your anxiety about leaving your frail grandfather without a telephone meant you were extremely quick off the mark. Fortunately, once Sky realised the seriousness of the situation, it dealt with the problem equally speedily.

It seems that once you managed to speak to someone in customer services who realised the difficulty your grandfather would have had helping with the line test, Sky’s agent contacted Openreach, which operates the infrastructure, and raised the issue with its manager. The problem was fixed the next day.

I told Sky I was surprised that it didn’t have any way of fixing a problem without the customer being able and fit enough to crawl around on the floor to help.

In fact, Sky has a team of 90 people dedicated to helping customers with disabilities or accessibility needs. There’s a dedicated website, and the customer service line on 0344 241 0333 does not use automated menus. Hopefully, your grandfather is now registered as an “accessibility customer”.

Sky has apologised for the loss of broadband and talk services to your grandfather’s home and has offered a goodwill gesture of theatre tickets for the worry caused and any inconvenience, which you have accepted as appropriate compensation. I hope you and he enjoy the show.

Liz Phillips answered this letter. Anna Tims is away

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.

 

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