topic Re: Landline not working in Talk

Landline not working

Beezer52 — Sat, 03 Dec 2022 10:31:03 GMT

Last 2 days dialling any number gets engaged tone. Calls coming in get number unavailable message. How do I get help from Sky without making a telephone call (which I can't).

Re: Landline not working

Mark39 — Sat, 03 Dec 2022 10:33:48 GMT

Try the connection test here: https://www.sky.com/help/articles/broadband-diagnostic-start

If a fault is detected, you'll be able to book an engineer there and then.

Telephone line not working

Beezer52 — Sat, 03 Dec 2022 12:55:50 GMT

Telephone line is not working. Engineer needed. Sky website just sending me round in circles.

Re: Telephone line not working

caesarome — Sat, 03 Dec 2022 13:02:05 GMT

Did the link @Mark39 posted for you not help, this is another one that should allow you to run a line test:

https://www.sky.com/help/articles/fix-phone-problems-start

Re: Landline not working

Beezer52 — Sat, 03 Dec 2022 13:22:52 GMT

The broadband is fine.

Re: Telephone line not working

Beezer52 — Sat, 03 Dec 2022 13:26:41 GMT

That link takes me to testing my connections which are fine and then a telephone number that refers me back to the same pages. When I dial any number I get engaged signal and anyone dialling in gets a number not available message.

Re: Landline not working

caesarome — Sat, 03 Dec 2022 13:34:54 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: Telephone line not working

Addie15 — Sat, 03 Dec 2022 13:38:33 GMT

Hi there, thank you for escalating this. We have sent an invite to Beezer52.

Re: Telephone line not working

Addie15 — Mon, 05 Dec 2022 14:18:57 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Landline not working

Beezer52 — Mon, 05 Dec 2022 15:00:07 GMT

Finally managed to speak to someone at Sky after finding a freephone number on a non-Sky website. Was promised that Openreach would repair within 48 hours but still not working.

Re: Telephone line not working

Beezer52 — Mon, 05 Dec 2022 15:01:33 GMT

Have not received a message.

Re: Landline not working

Mark39 — Mon, 05 Dec 2022 15:10:55 GMT

@Beezer52 wrote:

Finally managed to speak to someone at Sky after finding a freephone number on a non-Sky website. Was promised that Openreach would repair within 48 hours but still not working.

Openreach normally investigate in 2 to 5 days. Recent industrial action may affect their timescales

Re: Landline not working

Beezer52 — Mon, 05 Dec 2022 15:14:59 GMT

5 days? What happens if I need an ambulance?

Re: Landline not working

Mark39 — Mon, 05 Dec 2022 15:19:20 GMT

You would need to find alternative means of getting help. Openreach don't provide a priority service, to my knowledge, but you could try taking it up with them.

Re: Landline not working

cymru123 — Mon, 05 Dec 2022 15:32:46 GMT

@Mark39 Openreach do run an expedited repair process for EW cases which is available to all communication providers that use Openreach. However, this is only to be used in emergency situations were the welfare of the end user is deemed life threating. E.g medical condition ect...

Re: Landline not working

Mark39 — Mon, 05 Dec 2022 15:36:18 GMT

@cymru123 thanks for that. Do you happen to know if Sky's interface with Openreach supports it? There are other facilities offered by Openreach which Sky don't support.

Re: Landline not working

cymru123 — Mon, 05 Dec 2022 15:40:12 GMT

@Mark39 how this expedited process works for Emergency Welfare (EW) cases is that the communication provider is supposed to raise a welfare case to Openreach and if it meets the criteria then it's priotised.

So Sky should be able to raise a EW case for the end user in emergency situations.

If sky doesn't seem to have this ability their side then that's quite worrying

Process is documented at: https://www.openreach.co.uk/cpportal/content/dam/cpportal/public/images-and-documents/home/help-and-support/Guides/getting-in-touch-and-escalations/Emergency_Welfare_BPG.pdf

Re: Landline not working

Mark39 — Mon, 05 Dec 2022 15:47:13 GMT

@cymru123 looks like the eligibility criteria are quite narrow. I suspect potentially eligible cases would be handled on a bespoke basis by Sky.

Re: Landline not working

cymru123 — Mon, 05 Dec 2022 15:57:58 GMT

@Mark39 how Sky provide their Customer Service operators to raise such EW case is up to them be that a dedicated team to handle the requests to Openreach or Sky providing Customer Service Operators to create the request themselves if they deem it appropriate.

What is important is that if this fault is impacting the welfare and health of the end user then this process does indeed exist. It does however mean that the end users situation needs to be highlighted by the end user so the appropriate action can be taken by the provider e.g in this case Sky.

Re: Landline not working

Mark39 — Mon, 05 Dec 2022 16:05:02 GMT

@cymru123 wrote:

What is important is that if this fault is impacting the welfare and health of the end user then this process does indeed exist. It does however mean that the end users situation needs to be highlighted by the end user so the appropriate action can be taken by the provider e.g in this case Sky.

Yes, agreed.

@Beezer52 if you believe you fit the eligibility criteria, let Sky know.