topic Re: Can’t ring out in Talk

Can’t ring out

Banana9972 — Fri, 08 Jul 2022 06:37:12 GMT

Came back off holiday we have internet but can't ring out , you can hear it dialling but then nothing, the phone rings in but you can't answer it just a load of noise , I 've tried the usual of turning everything off but no change.

Re: Can’t ring out

Highlinder — Fri, 08 Jul 2022 08:13:21 GMT

@Banana9972Do you have another means to call Sky to report this fault?

Re: Can’t ring out

Banana9972 — Fri, 08 Jul 2022 09:01:31 GMT

Yes I have a mobile

Re: Can’t ring out

Banana9972 — Fri, 08 Jul 2022 12:35:52 GMT

Phone line still not working how do you book an engineer on line?

Re: Can’t ring out

Mark39 — Fri, 08 Jul 2022 13:03:41 GMT

@Banana9972 wrote:

Phone line still not working how do you book an engineer on line?

Give Sky a ring. 150 if it's a Sky Mobile, the standard contact number if not.

Re: Can’t ring out

Banana9972 — Fri, 08 Jul 2022 13:47:31 GMT

I've haven't any credit to use my mobile at the moment so not really

Re: Can’t ring out

Daniel0210 — Fri, 08 Jul 2022 13:49:27 GMT

@Banana9972

In that case I’ve escalated your post to Sky and the Escalation Team may get in touch with you later or maybe tomorrow.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Again, if you fail to respond to each message from Sky within 48 hours the chat will automatically close down regardless whether your issue is resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

Re: Can’t ring out

dmy24 — Fri, 08 Jul 2022 16:53:40 GMT

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

Re: Can’t ring out

Banana9972 — Sat, 09 Jul 2022 10:31:21 GMT

Hi I started a chat yesterday evening and got as far as sending my account number but have heard nothing since, we're expecting doctors calls Monday so I need the line sorting asap???

Re: Can’t ring out

Daniel0210 — Sat, 09 Jul 2022 10:34:34 GMT

@Banana9972

The chat will remain active for 48 hours. Again, if you fail to respond to each message from Sky within 48 hours the chat will automatically close down regardless whether your issue is resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Re: Can’t ring out

Mark39 — Sat, 09 Jul 2022 10:49:09 GMT

@Banana9972 wrote:

...we're expecting doctors calls Monday so I need the line sorting asap???

Do be aware that Openreach's standard response time for investigating faults is 2 to 5 days, though often they respond more quickly. You might, however, want to make alternative contact arrangements for Monday just in case.

Re: Can’t ring out

Greenfingers001 — Sat, 09 Jul 2022 14:16:29 GMT

Hi,

Thanks for the escalation, Unfortunately due to technical difficulties, after a recent systems update, we are unable to access the system required to deal with escalations, we are working on a fix and are hoping to be logged back in soon, this does not however affect other contact channels, only community messaging:

https://www.sky.com/help/articles/contacting-sky

Thanks for your patience

Re: Can’t ring out

Mark39 — Sat, 09 Jul 2022 14:39:06 GMT

@Banana9972 I'm sure I saw a post from you in response to Greenfingers' post, but it seems to have gone AWOL.

The simplest and most efficient way to progress this would be to use your mobile, if at all possible, to call.

Failing that try any of the contact options shown via the 'still need help' button here. They're not really designed for phone line problems but may be OK given the escalation option is down: https://www.sky.com/help/home/your-account/my-account-and-subscription/cancelling/cancel-my-subscription/cancel-sky-tv/articles/cancel-sky-tv#contact-leave

Re: Can’t ring out

Greenfingers001 — Mon, 11 Jul 2022 13:39:20 GMT

Update:

Spoke with @Banana9972 and line checks found external fault, external openreach engineer booked.

Thanks again for the escalation and i apologise about the delay in responding to and resolving this.

Have a great afternoon 😊