topic Re: Dreadful telephone connection in Talk

Dreadful telephone connection

MIL99 — Mon, 28 Nov 2022 11:50:33 GMT

We have always experienced a bad internet calling system using our landline phone and number. I have followed all the instructions on my app. Been driven to screaming point with a bot on a chat, taken photos, sent them etc etc all I want to do is talk to someone about it on an email as our mobile reception is dreadful here too. All our TV stuff is working, and the broad band test I did said it was working properly. How in the name of all that is good do I get hold of SKY?

Re: Dreadful telephone connection

Daniel0210 — Mon, 28 Nov 2022 11:53:57 GMT

@MIL99

Sky don't use email as a general method of communication. Have you tried calling (free by dialling 150 on your Sky landline or Sky mobile).

Re: Dreadful telephone connection

MIL99 — Mon, 28 Nov 2022 13:48:04 GMT

Sadly the problem is that neither our landline connected to sky or mobile's work where we are.

Re: Dreadful telephone connection

Mark39 — Mon, 28 Nov 2022 14:11:01 GMT

Sky don't use email as a general means of contact. That leaves either calling or their chat (messaging) service.

We can alert Sky if you wish, and they may be able to help via the Community's online messaging service. Replies aren't instant and I imagine you'll be starting again from scratch, so a modicum of patience might be required!

Re: Dreadful telephone connection

MIL99 — Mon, 28 Nov 2022 16:49:31 GMT

Thank you for your reply. We have intermittent use of the landline perhaps you could ask sky on our behalf and if they contact us by the messaging service we could ask them to ring us and they would understand what our problem is. I feel really irritated that we are paying so much and getting such awful customer service. Having to rely on a forum is just not acceptable. We are fairly computer literate for pensioners but how those who are not cope I do not know.

Re: Dreadful telephone connection

Mark39 — Mon, 28 Nov 2022 16:55:10 GMT

Ok, I've flagged your post to Sky and a Community adviser may be able to help you via the messaging later today, or possibly tomorrow now.

Look out for a blue/red chat 'bubble' towards the bottom of the page and an email inviting you to chat online. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Dreadful telephone connection

MIL99 — Mon, 28 Nov 2022 18:25:17 GMT

Thank you so much for your help

Re: Dreadful telephone connection

Lisa-P1987 — Tue, 29 Nov 2022 10:35:38 GMT

Thank you for escalating this. We have sent MIL99 an invite to chat 🙂

Re: Dreadful telephone connection

MIL99 — Fri, 02 Dec 2022 20:26:12 GMT

Hi I have been waiting since Last Tuesday for a response is that normal?

Re: Dreadful telephone connection

Mark39 — Fri, 02 Dec 2022 20:31:55 GMT

DId you reply to the chat prompt - the blue/red bubble?

Re: Dreadful telephone connection

MIL99 — Fri, 02 Dec 2022 22:51:47 GMT

Yes I did

Re: Dreadful telephone connection

Mark39 — Sat, 03 Dec 2022 09:31:03 GMT

@MIL99 ok, I've alerted Sky again. Look out for the chat bubble later today,

as before.

Re: Dreadful telephone connection

Addie15 — Sat, 03 Dec 2022 09:31:49 GMT

Hi there, thank you for escalating this, I will now send another invite to MIL99.

Re: Dreadful telephone connection

Addie15 — Sat, 03 Dec 2022 12:34:27 GMT

Update-We booked an engineer for MIL99's issue to be fully resolved, hence we consider this matter resolved on our end. If there is anything else we can help you with, please do not hesitate to reach out. Thanks.