topic Re: Phone line not working in Talk

Phone line not working

Janeyxxx — Wed, 21 Dec 2022 13:04:22 GMT

My phone line is not working and has not been for a while. There is nothing wrong with the handset. It satpys "check phone line".

I have trued the suggested fixes to no avail. I got someone to call me. It just rings on their siz.

Please help

Re: Phone line not working

caesarome — Wed, 21 Dec 2022 13:16:06 GMT

When this fault first started had you made any changes to your broadband package around the same time ?

Does your broadband router have a voice light on it that is lit up ?

Re: Phone line not working

Janeyxxx — Wed, 21 Dec 2022 14:16:24 GMT

Strangely rnough there is no voice light. I cant remember when it started not working as i harfly use it. But nothing really has changed

Re: Phone line not working

caesarome — Wed, 21 Dec 2022 15:40:34 GMT

@Janeyxxx

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 a few 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: Phone line not working

Addie15 — Wed, 21 Dec 2022 15:45:18 GMT

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

Re: Phone line not working

Mr+Flibbles+86 — Sat, 24 Dec 2022 08:12:05 GMT

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Phone line not working

Janeyxxx — Sat, 24 Dec 2022 13:37:22 GMT

You advsed me to the chat. It opened and 8am and I was sitting there at 8.02 and did not get an answer at all. So |I had to leave. I would like a refund for all the time my phone has ot been working. This is ridicoulous...some people cannot sit and wait for a BOT to deal with the problem. Imight have to change my provider to a service where I can speak to a real person... Sorry but I am so cross with this service

Re: Phone line not working

caesarome — Sat, 24 Dec 2022 13:42:55 GMT

As I said when I alerted Sky for you "This isn't a live chat so replies are not instant" so you didn't need to sit and wait for a response you just needed to respond within 48 hours of being contacted.

You can try to run the line test yourself because if it finds a fault you should be able to book a repair:

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

Escalate

Re: Phone line not working

Daniel0210 — Sat, 24 Dec 2022 13:46:26 GMT

@Janeyxxx

You weren't talking to a 'bot'. You were chatting to a real life Sky agent from the Escalation Team. Unfortunately the escalation process is now unavailable until Wednesday 28th. Unless you wish to call Sky via another phone, post back in this thread on Wednesday and we can re-escalate it for you.

See this link re auto compensation for when there is a total loss of Sky Broadband or Sky Talk. https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full working days from when you first report the fault to Sky, you will become eligible for it once the fault has been fixed. It will come in the form of a credit appearing on your account.

Re: Phone line not working

Mark39 — Sat, 24 Dec 2022 13:48:56 GMT

@Janeyxxx wrote:

You advsed me to the chat. It opened and 8am and I was sitting there at 8.02 and did not get an answer at all. So |I had to leave.

By all means call if you don't want to wait for the messaging service.

As @Daniel0210 posted, you may be entitled to compensation, which is paid automatically. You don't need to speak to Sky about it.