topic Re: Faulty Land line in Talk

Faulty Land line

SheilaSkye — Wed, 12 Apr 2023 15:10:47 GMT

I have a fault on our land line. The handset is displaying 'Check Phone Line' and I have no dialing tone. Outgoing calls are not possible and I am not able to receiving incoming calls.

The broadband is working fine (I do not have Internet Calls). I have gone through the Sky Help pages and followed guidance but have not solved the problem. Is there an option to test the line as I cannot find one?

This is the second time this has happened. Last time you sent an Engineer, then I was informed that they had found two faults on the line. My phone has not worked for a week now. This disrupts my alarm system which is based on the Internet. There is a lot of building work close by so am not sure if this has any bearing on the situation. Can I get it fixed please ?

Re: Faulty Land line

Mark39 — Wed, 12 Apr 2023 15:34:30 GMT

There's a link here to a connection test - try it even though your internet is ok. I assume your alarm system is connected to your phone line, rather than the Internet. If the test doesn't identify a fault, you'll need to report it to Sky. If you wish we can alert the Community messaging team who may be able to contact you via a private online chat.

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Faulty Land line

Rich+s123 — Wed, 12 Apr 2023 17:12:23 GMT

Hi, we also have the same problem

I am an electrical engineer and I can confirm I do not have a problem at our home address, the broadband is working fine which proves the line is ok, but the line is non existent

can anyone from sky help and maybe ask openreach to investigate as it's clearly an exchange issue, and strange how others have the same fault also?

Re: Faulty Land line

TimmyBGood — Thu, 13 Apr 2023 13:02:52 GMT

@Rich+s123 wrote:

can anyone from sky help and maybe ask openreach to investigate

You need to start with the link which @Mark39 gave above: posting here does not log a fault.

Re: Faulty Land line

Rich+s123 — Thu, 13 Apr 2023 13:21:53 GMT

Ok thank you

Re: Faulty Land line

di102 — Thu, 13 Apr 2023 19:32:52 GMT

I have no landline today. I've checked the broadband connection, unplugged phones, etc. but nothing. I'm unable to leave the house until it's fixed as my husband has dementia and it's the only phone he's able to use.

Re: Faulty Land line

Mark39 — Thu, 13 Apr 2023 19:42:45 GMT

@di102 wrote:

I have no landline today. I've checked the broadband connection, unplugged phones, etc. but nothing. I'm unable to leave the house until it's fixed as my husband has dementia and it's the only phone he's able to use.

First try the connection test - there's a link in the reply to the original poster. If it doesn't detect a fault, it will need to be reported to Sky. We can ask them to contact you (tomorrow) so that you can do that via the Community messaging service, if you wish.

I've repeated the connection test link here: https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Faulty Land line

Rich+s123 — Thu, 13 Apr 2023 20:09:14 GMT

Hi,

thant would be great thank you very much

yes I did the test but it is showing the line is ok, although it's showing the broadband speed isn't what it should be, but to be honest it's never been great as we are a fair way from the exchange

Re: Faulty Land line

caesarome — Thu, 13 Apr 2023 20:40:24 GMT

@di102 @Rich+s123

To get you some help with this I have escalated your posts to the Sky Messaging team who will hopefully be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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: Faulty Land line

Rich+s123 — Thu, 13 Apr 2023 20:58:38 GMT

Excellent thank you

Re: Faulty Land line

Tom-W19 — Fri, 14 Apr 2023 07:55:27 GMT

Thanks for escalating. We've sent invites to Rich+s123 and di102.

Re: Faulty Land line

SLHALL — Fri, 14 Apr 2023 09:18:15 GMT

I am also having a problem with no landline after a lightning storm on Wednesday. The line is completely dead. We have no mobile signal at our home so cannot call from here and I could not report via the phone from work as I am not the account holder (although I have a linked SKYID and we pay the bill via a joint account!). We have a child with special needs and need the landline working. Broadband is working and I have run the test via the link above. How can I get in contact with the technical team? Thanks, Sarah

Re: Faulty Land line

Mark39 — Fri, 14 Apr 2023 10:06:52 GMT

@SLHALL do you know the telephone password thay the accountholder uses (if they've set one up) when contacting Sky by phone?

Re: Faulty Land line

SLHALL — Fri, 14 Apr 2023 10:44:21 GMT

I've tried the one we thought it was and it wasn't that.

Re: Faulty Land line

Mark39 — Fri, 14 Apr 2023 10:46:05 GMT

@SLHALL wrote:

I've tried the one we thought it was and it wasn't that.

Unfortunately without the telephone password, the accountholder will have to contact Sky.

Re: Faulty Land line

SLHALL — Fri, 14 Apr 2023 11:08:58 GMT

Since he doesn't know it, where / how can we reset the password?

Re: Faulty Land line

Mark39 — Fri, 14 Apr 2023 12:27:54 GMT

@SLHALL wrote:

Since he doesn't know it, where / how can we reset the password?

He will have to call. Sky will be able to identify him by other means and then allow him to set a new phone password.

Re: Faulty Land line

ClaireG — Fri, 14 Apr 2023 15:49:20 GMT

We are having the same issue and have done so for 24 hours. No dial tone, unable to make or receive calls and handset is saying 'check phone line'. Thought it was an issue with the handset so bought new ones. No change.

I have done the diagnostic to check broadband/the line and there are no faults. Having followed the links already provided (thank you), I'm at a loss for what to do next.

@Mark39 - I'd be grateful for any support, help and assistance you can provide.

Re: Faulty Land line

Mark39 — Fri, 14 Apr 2023 16:09:05 GMT

@ClaireG would you like us to alert the online messaging team?

It may be tomorrow now before they invite you to chat online.

Re: Faulty Land line

ClaireG — Fri, 14 Apr 2023 16:20:13 GMT

Thanks @Mark39.

I waited on hold until I got hold of someone and they are sending an engineer out as there is a fault on the line.

Really appreciate you responding.