topic Re: Crossed phone lines?! in Talk

Crossed phone lines?!

TomMH — Thu, 17 Nov 2022 11:27:24 GMT

Hello,

This morning we have been receiving calls from someone elses landline. They live within the area - so not too far away. It looks like our number has been disconnected and whenever you call their landline number, it comes through to our phone.

Not sure what to do? They have a lot of calls coming through!

Re: Crossed phone lines?!

Daniel0210 — Thu, 17 Nov 2022 11:38:42 GMT

@TomMH

Are you able to call Sky using free number 150 from the landline (may not work if the other person is not with Sky)?

Re: Crossed phone lines?!

TomMH — Thu, 17 Nov 2022 12:12:13 GMT

Aye, tried that - it goes through to BT. I got through to sky about 10 mins ago - looks like there has been an outage in the area. Assume that has something to do with it.

Re: Crossed phone lines?!

Highlinder — Thu, 17 Nov 2022 14:00:19 GMT

@TomMHHow can you get through to BT if you are with Sky for broadband?

Re: Crossed phone lines?!

TomMH — Thu, 17 Nov 2022 14:47:27 GMT

Yep, it's really odd.

So the phone line for the other house seems to be connected to my landline. So if I make a call on the landline, I'm actually calling using their number and services and not mine. My number just rings dead.

Re: Crossed phone lines?!

Highlinder — Thu, 17 Nov 2022 15:14:47 GMT

@TomMHLooks like a crossed line of some sort there. What have Sky said to get it sorted out?

Re: Crossed phone lines?!

TomMH — Thu, 17 Nov 2022 15:48:45 GMT

Yeah. Think it's the first time in 10 years the landline has rung more than once in a day!

In terms of Sky, they've advised it's possibly due to the outage in the area and should be resolved within 2 days. Not 100% sure it will, but lets see.

Re: Crossed phone lines?!

Daniel0210 — Thu, 17 Nov 2022 15:52:44 GMT

@TomMH

Let's hope the household that you're crossed with don't rack up a large bill. Try and make a note of the date/time you think this issue started.

Re: Crossed phone lines?!

TomMH — Thu, 17 Nov 2022 15:57:30 GMT

Yeah, good shout.

Fortunetly, our phone line is dead. So shouldn't be anything to worry about in that instance.... hopefully!

Re: Crossed phone lines?!

Highlinder — Thu, 17 Nov 2022 16:08:25 GMT

@TomMHIf this is not resolved then come back and let us know. See what other ways of then getting the situation resolved for you.

Re: Crossed phone lines?!

TomMH — Thu, 17 Nov 2022 18:38:35 GMT

Will do. Thanks again.

Re: Crossed phone lines?!

TomMH — Sat, 19 Nov 2022 10:48:33 GMT

Sadly still having the issue. Our landline is dead and still getting the other phone calls. They've been in touch with BT who have advised it's all sorted...but it's not!

Not sure what to do other than to just wait.

Re: Crossed phone lines?!

Daniel0210 — Sat, 19 Nov 2022 10:51:11 GMT

@TomMH

In the hope they can help you 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 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: Crossed phone lines?!

Lisa-P1987 — Sat, 19 Nov 2022 12:22:58 GMT

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

Re: Crossed phone lines?!

Lisa-P1987 — Thu, 24 Nov 2022 15:43:34 GMT

Update - Spoken to TomMH, they were impacted by an outage. 🙂

Re: Crossed phone lines?!

TomMH — Sat, 26 Nov 2022 08:52:33 GMT

Sadly, we're still impacted by this.

Re: Crossed phone lines?!

caesarome — Sat, 26 Nov 2022 09:54:02 GMT

Does anything show here regarding this:

https://www.sky.com/help/servicestatus/your-services/talk

Re: Crossed phone lines?!

TomMH — Sun, 04 Dec 2022 18:13:20 GMT

Sorry for the late reply. It just shows that the phone line is still down.

Ironically, I've just tried ringing out number and it now rings... somewhere. When I ring the number of the chap whose line has been crossed with ours, it still rings our home phone.

Don't really feel like I'm getting any further really. Does the ofcom compensation apply to this issue? Initially reported it on the 16th.

Re: Crossed phone lines?!

caesarome — Sun, 04 Dec 2022 19:23:37 GMT

@TomMH wrote:

Sorry for the late reply. It just shows that the phone line is still down.

It appears the fault is ongoing which would explain why you are still having issues.

Does the ofcom compensation apply to this issue? Initially reported it on the 16th.

Yes it does but the credit can only be applied when it is fixed:

https://www.sky.com/help/articles/auto-compensation

Re: Crossed phone lines?!

TomMH — Thu, 15 Dec 2022 18:44:31 GMT

Hello, just to report that the issue is now resolved. Thanks for all the help.