08-11-2010 02:10 PM - edited 08-11-2010 02:55 PM
We understand that people sometimes experience issues with their phone not working. If you experience any issues with your phone line please check the status page here first to see if we know of an issue in your area. If there is nothing listed please follow the troubleshooting guide here. It may restore your service and save you having to contact us. If the problems do persist after troubleshooting let us know via the Contact Us link at the top of this page.
The troubleshooting is intended to eliminate problems we cannot help with such as faulty extension wiring beyond the master socket or faulty telephone equipment. If the issue is caused by extension wiring beyond your master socket or relates to equipment you have connected to the line then you would need to have this repaired or replaced.
If an issue is raised to our second level support or a local engineer for further investigation the time scale is usually in the region of 2 to 5 working days depending on the issue and location. We will contact you if further information or access to your property is required. After the fault is resolved you will be contacted directly by us.
on 30-11-2010 07:20 PM
Hi KEVIN+DRUMMOND, I can't answer account specific queries on here as personal information cannot be posted.
on 06-12-2010 03:41 PM
No dial tone here absolute in competance by sky not to even acknowledge e-mails and telling us to phone .How ridiculous when we have no phone to call from grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr
on 21-12-2010 07:20 PM
im having the same problem, i went and bought new dsl filters and a brand nbew phone thinking i had a problem with the phone but instead, no dial tone. sky sort this out!!!!
on 21-12-2010 07:23 PM
are they ignorinbg emails? they better not be. i have sent them an email asking for a sky engineer to come out as i do not have3 a dial tone, i tried everything, bought a new phone, new dsl filters the lot- and stilll no dial tone not even on a corded phone!!!! i havent got a landline to call them from if they dont answer my emails i will be calling them up to leave them- simplke as that!! bloody disgusting!!
on 22-12-2010 11:19 AM
Hi mr.+unhappy, Our advisors are doing their best to answer e-mails as quickly as possible however the recent weather issues have created a backlog, this is a busy time of the year for our teams.
The best advice would be to contact the Sky Talk Customer Help team by phone on 08442 411 736. An engineer visit cannot be arranged by e-mail for phone line issues. Simply because mandatory statements may be involved and line tests need to be run after full troubleshooting steps are followed.
on 29-12-2010 01:31 PM
My telephone has not worked since December 22nd. No dialling tone,no inward or outward calls although
a caller hears the ringing tone giving rise to the assumption that there is no one at home.
I find your troubleshooting guide most confusing , more of an avoid the issue guide.
Not having a phone over Christmas has been both an inconvenience and an embarrasssment as we
promised to call friends both home and abroad on Christmas.
I am now seriously considering leaving Sky Talk and Broadband for a more customer friendly provider.
on 07-01-2011 03:39 PM
We switched both BT phone and AOL broadband to Sky on 20 Dec 2010. Broadband is OK. Phone is a nightmare. We have phoned nearly every other day to try to sort out the phone. We have been able to make calls for about the last 10 days but only one family member has been able to call us. So friends and other family members call they can hear ringing, but we hear nothing. We changed handsets - it's not the handset. We have never been phoned back, even though Sky says they have logged call backs with our mobile number but said they got no reply and no voice mail service - rubbish!! We have been given various reasons why the line is not working, main one being a fault at the exchange.
Today's info is the last straw. We have been told that the "tie pairs" at the exchange are incorrect and are under review by BT and that nothing will be done until 20/1/11. So we missed all Xmas and New Year calls. We have elderly family members who contact us on the land line when they need to due to cost. We will now be contacting other service providers to see if they can do better - if they come thru before the 20/1/11 then we know we've been continually misinformed by Sky.
No one is able to tell us why it is only one number that is able to get thru - any ideas? A response to this message would be nice with some answers.
on 10-01-2011 12:37 PM
i have had no voice mail since Dec 12,hav made 6 calls to your call dep,t
each time ,same answer ,YOUR LINE WILL BE ON IN 72 HOURS ,latest call
thursday last, we are putting a new line in ,give us 24 hours ,still no connection
WHERE ARE YOU MAKING THE CONNECTION,INDIA/??????
WE NEED VOICE MAIL FOR THE HOSPITAL BOOKING ,
2 LOST APPOINTMENTS
on 17-01-2011 09:24 AM
Hi steve1979, if you have tried the troubleshooting steps outlined in the first post on this thread you will need to contact the Sky Talk Customer Help team to raise a fault for investigation. We cannot assist with account specific issues as personal details cannot be posted on the forum.
on 02-02-2011 09:33 AM - last edited on 02-02-2011 07:01 PM by Mike-T
PLEASE HELP. MY TELEPHONE LINE IS NOT WORKING. CANNOT DIAL IN OR OUT. I HAVE MY VERY SICK 90 YEAR OLD MOTHER LIVING WITH ME AND I HAVE HAD TO GO TO WORK AND LEAVE HER ON HER OWN WITHOUT A TELEPHONE WHICH IS HER LIFELINE. WHEN I CHANGED OVER TO SKY TALK THE TELEPHONE CONNECTIONS WERE DONE VERY BADLY. I DID NOT COMPLAIN AT THE TIME AS IT WAS WORKING BUT EVERY NOW AND THEN WE HAVE NO TELEPHONE SERVICE. THERE ARE 3 OR 4 CONNECTIONS STICKING OUT FROM THE WALL WHICH IS VERY DANGEROUS AND I THINK OVER TIME GRAVITY IS PULLING DOWN AND IT IS NOT CONNECTING PROPERLY. CAN YOU PLEASE SEND SOMEONE OUT URGENTLY TO FIX IT. I CANNOT TELEPHONE SKY ON THE 08442 NO. AS MY COMPANY BLOCKS THESE CALLS AND I ONLY HAVE A PAY AS YOU GO MOBILE. PLEASE CALL ME URGENTLY. I CAN GET HOME IF SOMEONE CAN COME OUT TODAY.
on 02-02-2011 05:57 PM
Hi kathy+kennedy, it may help trying the troubleshooting here. If this does not help we need to speak to you as there are mandatory statements involved in arranging a visit. If you contact us regarding a line issue from an alternate phone we will call you back to avoid running up a bill.