fault on phone line

DanCarr — Thu, 10 Sep 2026 16:38:33 GMT

Hi,

I look after this account for my 102 year old grandmother who lives alone. Her phoneline has been down for 24 hours now and AI is just sending me in a loop.

There is no dialtone and she is unable to send or receive calls.

I've tried all the options AI suggested but it keeps just hanging up on me.

How can I log this to get is sorted. Its clesrly a fault on the line and has happneded before not so long ago, .

Tried the chat too but it just got a notifcation to call AI and that just sends me in a loop.

II am sure last time I did a line test via the website and logged the issue directly there.

Any help would be really appreicated as she a vulnerable person with no way of contacting anyway at the moment

Re: fault on phone line

Mark39 — Thu, 10 Sep 2026 16:49:14 GMT

@DanCarr if your grandmother has an online account that you can log into, you could try the simple connection test here: https://www.sky.com/help/articles/broadband-diagnostic-start

Otherwise, in view of the circumstances, I'd suggest speaking to Sky's Accessibility team, telling them that you're calling on behalf of an elderly, vulnerable relative. There's access to a number towards the bottom of the page here: https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

topic Re: fault on phone line in Talk

fault on phone line

Re: fault on phone line