topic Re: No phone line in Talk

No phone line

Harriet+Q — Wed, 07 Sep 2022 08:25:18 GMT

My alarm started going off unnecessarily and the alarm engineer came today. The fault error was saying "phone line fault". He told me that my landline wasnt working (which I pay for - so very annoyed with Sky who I have been with for 20 years) because the phone lines have gone digital without anyone telling me. He had to install something to my alarm but I have no land line and didnt even know.

Not good Sky! Do I need an engineer from Sky or Open Reach to get me a phone line back? If so how do I organise one. I am so sick of asking companies for help with their products via their online Help sections and getting automated Bots responding. No -one has a simple Help phone line any more and it takes years to get through to a real person and get something done.

Re: No phone line

Mark39 — Wed, 07 Sep 2022 08:50:21 GMT

First - does your Sky broadband Hub have a Voice light, and is it lit?

Re: No phone line

Harriet+Q — Wed, 07 Sep 2022 08:54:54 GMT

The sky broadband hub has 3 lights lit on it - I dont know what a voice light means? My alarm engineer is still here and he believes the line has been turned to digital without me knowing

Re: No phone line

Mark39 — Wed, 07 Sep 2022 08:59:22 GMT

If it only has a total of three lights (make sure that there isn't a fourth light which is unlit) then your line hasn't gone digital.

If your phone has no dial tone, there's a fault which you need to report to Sky. You can either call them, or we can alert them here and they may be able, to help you layer today via a private online chat. Note that chat replies aren't instant.

Re: No phone line

Harriet+Q — Wed, 07 Sep 2022 09:11:58 GMT

Could you kindly inform them for me as I have tried all morning and just got through to a Bot which I hate as they cant solve the problem?

Re: No phone line

Harriet+Q — Wed, 07 Sep 2022 09:12:32 GMT

There is no phone line tone sorry I forgot to say that

Re: No phone line

Mark39 — Wed, 07 Sep 2022 09:18:55 GMT

@Harriet+Q wrote:

Could you kindly inform them for me as I have tried all morning and just got through to a Bot which I hate as they cant solve the problem?

Certainly - I've done that.

Look out for a blue/red chat 'bubble' towards the bottom of the page some time later today and an email or private message inviting you to chat online. As I mentioned, chat replies aren't instant, so just respond when the prompt appears and then check back from time to time for a reply from Sky. The chat remains open for 48 hours.

Re: No phone line

Harriet+Q — Wed, 07 Sep 2022 09:23:54 GMT

Thank you very much

Re: No phone line

Mr+Flibbles+86 — Wed, 07 Sep 2022 10:13:32 GMT

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

Re: No phone line

Harriet+Q — Wed, 07 Sep 2022 16:07:57 GMT

Thank you

Re: No phone line

Harriet+Q — Wed, 07 Sep 2022 17:39:06 GMT

I havent been contacted by Sky still? I just need my phone line back working as it is causing problems with my alarm - and I cant make phone calls which is annoying.

Re: No phone line

caesarome — Wed, 07 Sep 2022 18:49:42 GMT

You should see a chat bubble at the bottom of this page @Harriet+Q .

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: No phone line

Harriet+Q — Fri, 09 Sep 2022 09:08:54 GMT

No one from Sky has contacted me

Re: No phone line

caesarome — Fri, 09 Sep 2022 09:12:33 GMT

So you don't see a chat bubble at the bottom of this page ?

Re: No phone line

Mark39 — Fri, 09 Sep 2022 09:14:43 GMT

@caesarome wrote:

So you don't see a chat bubble at the bottom of this page ?

@Harriet+Q open the link in @caesarome's previous post to see what the chat bubble looks like, in case you've missed it.

Re: No phone line

Harriet+Q — Fri, 09 Sep 2022 09:19:27 GMT

No I cant see a bubble

Re: No phone line

Highlinder — Fri, 09 Sep 2022 09:39:08 GMT

@Harriet+QWhich type of device are you using to access the forums?

Re: No phone line

Addie15 — Fri, 09 Sep 2022 12:51:32 GMT

Hi, Harriet+Q, I will try and resend the invitation for you.

Re: No phone line

Mark39 — Fri, 09 Sep 2022 13:39:46 GMT

@Harriet+Q I've alerted Sky again so look out for the chat bubble later today, as before. If it doesn't materialise you may be using a device that's not compatible with Sky's escalation system.

Re: No phone line

Barbara+2011 — Fri, 09 Sep 2022 16:08:25 GMT

Iknow exactly how Harriet feels 😡 I have no phone line since signing up to Sky Talk. an engineer was booked for today between 13.and 18.00 still not here this is unacceptable.they did this before and I was very specific about what was NOT to happen this time, can you report this ? the bot is less than useless