topic Re: Landline cuts out when making and receiving call in Talk

Landline cuts out when making and receiving call

JV1000 — Wed, 18 Jan 2023 22:42:20 GMT

Whenever I make/receive calls on landline the line keeps cutting out about 15 seconds in . Swapped out phone still same, connected direct to master socket still same. This occured after renewing contract on Tuesday (17/01)

Any ideas?

Re: Landline cuts out when making and receiving call

caesarome — Wed, 18 Jan 2023 23:00:10 GMT

See if you can run this line test to see if a fault is found outside of your property and if something is found you can book an engineer repair, ignore the fact it says it will test your broadband:

https://www.sky.com/help/home/broadband/my-broadband-speed/no-connection-slow-wifi/articles/broadband-diagnostic-start

You can also run this test via the MySky app.

Let us know how you get on.

Re: Landline cuts out when making and receiving call

JV1000 — Wed, 18 Jan 2023 23:19:47 GMT

Thanks for your reply, I've tried this and no problem identified but the issue still happening.

Re: Landline cuts out when making and receiving call

JV1000 — Thu, 19 Jan 2023 09:17:07 GMT

Hi @caesarome , forgot to add the results. According to the screenshots seems everything is fine but calls keep cutting out still when making/receiving calls. Can this be escalated please.

Re: Landline cuts out when making and receiving call

caesarome — Thu, 19 Jan 2023 09:52:12 GMT

@JV1000

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: Landline cuts out when making and receiving call

Greenfingers001 — Thu, 19 Jan 2023 10:06:30 GMT

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

Re: Landline cuts out when making and receiving call

Greenfingers001 — Thu, 19 Jan 2023 11:38:07 GMT

Update:

Spoke with @JV1000 and line checks found external fault, external Openreach appointment booked.

Thanks again for the escalation have a great day 🙂

Re: Landline cuts out when making and receiving call

JV1000 — Fri, 20 Jan 2023 21:18:08 GMT

Hi, Had confirmation saying that line has been fixed yesterday but the problem is still the same . Line cuts out mid-call each time, any help would be appreciated as getting urgent.

Re: Landline cuts out when making and receiving call

caesarome — Fri, 20 Jan 2023 22:03:49 GMT

Are you sure Sky or Openreach told you it had been fixed as usually Openreach takes 3-5 working days to respond to a customer fault so if Sky contacted them yesterday then you might be looking at sometime next week before they respond to it.

Re: Landline cuts out when making and receiving call

JV1000 — Fri, 20 Jan 2023 22:10:12 GMT

@caesarome Seems odd I got text message from Sky yesterday saying line has been cleared and working. Does this mean Openreach going to come within 3-5 working days?

Re: Landline cuts out when making and receiving call

caesarome — Fri, 20 Jan 2023 22:14:40 GMT

What time did you get that text ?

Re: Landline cuts out when making and receiving call

JV1000 — Fri, 20 Jan 2023 22:18:10 GMT

Just after 4pm yesterday (19/01)

Re: Landline cuts out when making and receiving call

caesarome — Fri, 20 Jan 2023 22:32:17 GMT

I have alerted the messaging team again for you who should contact you tomorrow so they can check what is happening here, at the very least you need to tell them that is they say the fault has been fixed that it hasn't and it is still present on the line.

Re: Landline cuts out when making and receiving call

Tom-W19 — Sat, 21 Jan 2023 10:38:07 GMT

Thanks for escalating. We've sent an invite to JV1000.

Re: Landline cuts out when making and receiving call

RESW — Sun, 02 Apr 2023 13:23:16 GMT

My landline cuts out when answering calls. Broadband is working ok.

Re: Landline cuts out when making and receiving call

RESW — Tue, 11 Apr 2023 15:57:11 GMT

Hi it would be really helpful if someone could respond. We've had Sky Talk since Dec 2022 and until earlier this month no problems. However, when we answer a call it now cuts out and if we try to make an outgoing call, it cuts out. On a couple of occasions there have been instances of phone cutting out mid conversation. . We have two cordless landline phones. It would be helpful to know how to fix this. We had no problem with BT in the past.

Re: Landline cuts out when making and receiving call

Mark39 — Tue, 11 Apr 2023 15:59:52 GMT

@RESW it can be caused by a faulty or missing microfilter. Just so you know, we're customers here.

Re: Landline cuts out when making and receiving call

RESW — Tue, 11 Apr 2023 16:40:03 GMT

Thanks for your response. Forgive my ignorance, I am not hugely technically knowledgeable; what are and where do I find micro filters?

Re: Landline cuts out when making and receiving call

Mark39 — Tue, 11 Apr 2023 18:54:07 GMT

@RESW no worries. Does your master phone socket have separate sockets - one for your Sky broadband Hub and the other for your phone?

Re: Landline cuts out when making and receiving call

RESW — Tue, 11 Apr 2023 20:01:33 GMT

Hi no. Phone goes directly into the hub.