Agreed however when we had an issue with BT the experience was pretty similar. It seems common practice to get an engineer out rather than holding one back. Both providers informed me about charges upfront & neither charged in the end. Interestingly one call to BT India got me an engineer in about ten minutes.

That's a decent reply. I really hope you can get this resolved for the op

To be fair it does depend on the issue. Sometimes we see engineers being sent of the sake of sending an engineer. This wont always resolve the issue. If we can get as much information as possible, before sending the engineer, then when they are on site, the engineer has a better chance of resolving the fault in one go.

This drops an intermittent fault resolution time down from a possible month down to 3-4days, and a no synch fault down to 24hrs. Auth issues are a litle harder to diagnose, but if we get the all the information we have them fixed in a couple of hours.

All in all, i can apprciate the frsutrations when a line was working and then breaks. We need to find out why it broke and then get it fixed.

In reply to a post by ukhardy07:

E.g.With Sky it's this simple. If you are in the master and there is a fault there's no charge.
If no fault is found they keep sending out engineers until a fault is found.
So Sky see the engineer report, see you were in the master. You won't be charged.
Black and white and you know I won't get a bill.

You must have been lucky with Sky or the Openreach engineers were not in a hurry to move on to the next job.

I had a total loss of service on both phone and broadband service on/off for 3 months and after 3 Openreach engineer visits Sky did nothing.

The line had no internal wiring/extensions, tested through test socket and still faulty, no other devices connected and still faulty. Sky were less helpful after 1st engineer, were all but insisting that I would have to pay for the 2nd and 3rd engineer visit and then wanted nothing more to do with things after that.

I thought that I would mention that as a balance to your post.

I have had a few issues with sky

They didn't seem able to solve a few issues I had before. Don't get me wrong
Point is an engineer was sent no problem in all cases for me though.

I had to fight to get them to help me.

I have never found out what went wrong with the line as I just cancelled it (was a second line -- first line with BT was fault free at the same time).