topic Re: Phone line appears to be disconnected in Archive

Phone line appears to be disconnected

Mat995 — Fri, 04 Feb 2022 11:58:46 GMT

Recently, my phone line has been "going missing" for periods of time and now it has gone completely as though my line has been disconnected. During these periods my phone shows the message "check phone line" and there is no dial tone. A caller will hear a ringing tone but there is no ringing at the phone. This is in conjunction with the broadband going intermittent but the two events do not necessarily coincide. For instance I now have broadband but no telephone. There is a lot of work being carried out locally for the introduction of Brsk I think and I thought that the interruption of both the broadband and telephone services may be due to these works as previously the phone line has always come back in the evening. This time, however it has been disconnected for two days.

I think that Sky could run some tests to ascertain the problem but it has. proved impossible to get through to anyone who may be able to help so far. Has anyone else had this problem? Also, is it normally the case that the service at Sky is so bad? I haven't had to contact them before about a problem.

Re: Phone line appears to be disconnected

caesarome — Fri, 04 Feb 2022 13:30:50 GMT

@Mat995

I have escalated your post to Sky who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to 24 hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: Phone line appears to be disconnected

Greenfingers001 — Fri, 04 Feb 2022 13:53:21 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: Phone line appears to be disconnected

Lisa-P1987 — Mon, 07 Feb 2022 10:27:11 GMT

Update – Thanks for chatting to us Mat995. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Phone line appears to be disconnected

Mat995 — Mon, 07 Feb 2022 11:05:30 GMT

Hi Lisa. I don't know what this means. I am a Sky customer and I pay for Sky Talk but the phone line is disconnected. Please just fix it. I don't want to chat or discuss it, I just need it to be fixed. Thank you.

Re: Phone line appears to be disconnected

Daniel0210 — Mon, 07 Feb 2022 11:10:34 GMT

@Mat995 The chat process will help identify you and can check the line, and pass to Openreach to fix. Otherwise you'll have to ring Sky via a mobile or other landline. Let us know if you want it re-escalating.

Re: Phone line appears to be disconnected

Mark39 — Mon, 07 Feb 2022 11:13:20 GMT

@Mat995 Sky can't make arrangements for the fault to be investigated until they know who you are.

They set up an online chat for you to do that, but you didn't respond to the chat prompt and it qas closed automatically after 48 hours.

We can ask Sky to set up another online chat, if you wish.

Re: Phone line appears to be disconnected

GD1 — Mon, 07 Feb 2022 11:45:23 GMT

@Mat995 No one at all can identify you from a forum login, your forum account is not linked to your Sky account due to Data Protection, if you didn't engage with the chat as advised then Sky cannot just fix it as non one knows who you are or where you live.

The forum chat would have identified you & your account, then a fault could have been raised at that point. As you didn't engage with the forum chat team this will delay raising a fault to Openreach.

Re: Phone line appears to be disconnected

Lisa-P1987 — Mon, 07 Feb 2022 13:13:27 GMT

Hi there @Mat995, if you do not wish to have a chat with us then you will need to call in to discuss this and get it raised.

Re: Phone line appears to be disconnected

Mat995 — Mon, 07 Feb 2022 18:29:32 GMT

It's not possible to call in, I've tried. Am I supposed to post my account number here in a public forum?

Re: Phone line appears to be disconnected

Daniel0210 — Mon, 07 Feb 2022 18:33:02 GMT

@Mat995 No. You'd be invited to a private chat. Only you and Sky agents can see it. I've had one. It's fine. You'd just need to provide them with your account number and security password.

Re: Phone line appears to be disconnected

Highlinder — Mon, 07 Feb 2022 18:36:22 GMT

@Mat995

@Mat995 wrote:
Hi Lisa. I don't know what this means. I am a Sky customer and I pay for Sky Talk but the phone line is disconnected. Please just fix it. I don't want to chat or discuss it, I just need it to be fixed. Thank you.

Sky cannot pick up who are from a forum message and that is why you got the invite to a private chat to give out that information. @Lisa-P1987 as you can see is a Sky employee and can help you. So there is no need to put account information into the thread here.

So if you are unable to or don't want to call in, then there is no way to know who you are.

Re: Phone line appears to be disconnected

Daniel0210 — Mon, 07 Feb 2022 18:36:50 GMT

@Mat995 If you won't or can't ring in, it's your only alternative.
I have escalated your post to Sky again who may get in touch with you about this issue.

Look out for an email and also a blue speech bubble on the bottom of this forum page. Once the blue chat bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss the opportunity. I suggest that you make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Phone line appears to be disconnected

Mat995 — Tue, 08 Feb 2022 10:21:53 GMT

I'm waiting for another bubble for someone to help me. My phone line has been off almost a week now.

Re: Phone line appears to be disconnected

Daniel0210 — Tue, 08 Feb 2022 10:24:30 GMT

@Mat995 The escalation process can take 24 hours or more sometimes. You'll just have to be patient I'm afraid. The alternative is ringing in from another phone.

Re: Phone line appears to be disconnected

caesarome — Tue, 08 Feb 2022 10:26:04 GMT

As @Daniel0210 escalated your post yesterday evening Sky should get in touch with you sometime today, possibly this afternoon so keep an eye out for it. Depending on your account settings you might also get an email alert directing you to the bubble chat.

Re: Phone line appears to be disconnected

Greenfingers001 — Tue, 08 Feb 2022 11:22:13 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂