topic Re: Phone line issue in Talk

Phone line issue

Bluen — Mon, 19 Dec 2022 14:45:42 GMT

Our phone hasn't been working for the last few days (probably longer without realising). We can't make or receive calls. If you ring it you get a message saying the number is currently unavailable. There is a dial tone but when you ring out it always gets an engaged tone.

I've checked the service checker and it says there's no problems and I've followed all the online tips to fix it to no avail. Internet and sky TV are working fine.

Any help would be greatly appreciated.

Thanks

Re: Phone line issue

Daniel0210 — Mon, 19 Dec 2022 14:49:12 GMT

@Bluen
Try running a line test. If an outside fault is disclosed it should allow you to organise an engineers visit and save you calling Sky.
https://www.sky.com/help/articles/fix-phone-problems-start

Re: Phone line issue

Bluen — Mon, 19 Dec 2022 14:54:34 GMT

I've tried it and it says there is no fault. I've tried the step by step instructions as well and it made no difference

Re: Phone line issue

Daniel0210 — Mon, 19 Dec 2022 15:00:28 GMT

@Bluen

Any broadband package changes recently?

Re: Phone line issue

Bluen — Mon, 19 Dec 2022 15:02:30 GMT

@Daniel0210

No nothing recently, we are about 6 months in

Re: Phone line issue

Daniel0210 — Mon, 19 Dec 2022 15:08:21 GMT

@Bluen

To see if they can identify the fault and pass it to Openreach for investigation 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 have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply 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 issue

Bluen — Mon, 19 Dec 2022 15:11:38 GMT

@Daniel0210

That's great, thank you for your help

Re: Phone line issue

Lisa-P1987 — Mon, 19 Dec 2022 15:27:12 GMT

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

Re: Phone line issue

Lisa-P1987 — Mon, 19 Dec 2022 17:04:00 GMT

Update - Spoken to Bluen, after some troubleshooting, we have booked an Openreach engineer. 🙂