topic Re: Phone Line Not Working in Talk

Phone Line Not Working

SRowney — Mon, 22 Aug 2022 10:46:02 GMT

My phone line is not working, the website page to 'check phone line' is not working so I would like to be escalated to a sky person so I can have an online chat please. Hope you can help.

Re: Phone Line Not Working

caesarome — Mon, 22 Aug 2022 12:29:19 GMT

To get you some help with this I have escalated your post to the Sky Messaging team 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 chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Phone Line Not Working

Lisa-P1987 — Mon, 22 Aug 2022 12:44:26 GMT

Hi there, we already have an active chat with SRowney. Thanks 🙂

Re: Phone Line Not Working

Mr+Flibbles+86 — Tue, 23 Aug 2022 15:57:43 GMT

Update - After a private chat an external fault was detected and an engineer has been booked

Re: Phone Line Not Working

SRowney — Tue, 23 Aug 2022 16:00:11 GMT

I was escalated quite quickly and my chat bubble came within an hour. It does take time to chat but after about 26 hours I finally got a line test and an external fault was detected. Openreach engineers aim to repair faults within 5 working days. Maybe quicker because it's external. It would be good if Sky could fix their web page so that you could follow the diagnostic through there.

Re: Phone Line Not Working

caesarome — Tue, 23 Aug 2022 17:04:23 GMT

Ironically if you go through the phone not working page or do it via the MySky app a line test would have been run and an engineer can be booked if the external fault was found.

Re: Phone Line Not Working

SRowney — Tue, 23 Aug 2022 18:47:51 GMT

This page currently comes up as 'page not found' that is why I mentioned it would be good if Sky could fix their website page.

Re: Phone Line Not Working

caesarome — Tue, 23 Aug 2022 20:38:28 GMT

If it is this one then it is working for me ?

Re: Phone Line Not Working

SRowney — Thu, 25 Aug 2022 09:11:07 GMT

Engineer repairing fault today - 2 days later