topic Re: Phone line not working in Talk

Phone line not working

The+Lannis — Thu, 06 Oct 2022 10:48:23 GMT

I have a fault on our landline. The handset is displaying 'Check Phone Line' and I have no dialing tone. Outgoing calls are not possible and I am not able to receiving incoming calls.

The broadband is working fine (I do not have Internet Calls). I have gone through the Sky Help pages and followed guidance but have not solved the problem.

Can anyone please help?

Re: Phone line not working

Highlinder — Thu, 06 Oct 2022 11:00:03 GMT

@The+LannisDo you have another means of reporting this fault to Sky if not it can be escalated to Sky?

Re: Phone line not working

The+Lannis — Mon, 10 Oct 2022 09:04:05 GMT

Thanks for your reply.

No, as when I call it says that my mobile number is not registered to the account and my husband works all day so I can't use his.

Re: Phone line not working

Daniel0210 — Mon, 10 Oct 2022 09:06:25 GMT

@The+Lannis

Are you the account holder or your husband? Do you know the telephone password if asked?

Re: Phone line not working

The+Lannis — Mon, 10 Oct 2022 11:28:30 GMT

My Husband is the account holder - Yes I know all log in details

Re: Phone line not working

Daniel0210 — Mon, 10 Oct 2022 11:31:43 GMT

@The+Lannis
I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat with a Sky expert or it will close automatically. If you fail to respond to each message from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check 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 chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

Re: Phone line not working

The+Lannis — Tue, 18 Oct 2022 08:07:20 GMT

Would someone mind escalating this again for me as I haven't heard anything?

Many thanks

Re: Phone line not working

Daniel0210 — Tue, 18 Oct 2022 08:17:35 GMT

@The+Lannis

Chat invites are not guaranteed but I have escalated it to Sky again. The chat process is as per my earlier post.

Re: Phone line not working

Addie15 — Tue, 18 Oct 2022 08:18:47 GMT

Hi there, thank you for coming back to us. We have sent an invite to The+Lannis.

Re: Phone line not working

Addie15 — Tue, 18 Oct 2022 09:37:23 GMT

Update-We have booked an engineer for this issue to be resolved. Timescales advised. If there is anything else we can help, please do not hesitate to get back in touch. This session is closed now. Thanks.