topic Re: Landline not working in Talk

Landline not working

Ironarm — Sun, 28 May 2023 11:39:38 GMT

Landline (3 wireless handsets) cannot make or receive calls. Broadband and TV are working fine. Have a plug in telephone and that doesn't ring either. Suspect fault with the line. Any suggestions????

Re: Landline not working

caesarome — Sun, 28 May 2023 12:36:39 GMT

Try the test my connection option here, ignore the fact that 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

Re: Landline not working

Ironarm — Sun, 28 May 2023 12:35:41 GMT

Re: Landline not working

Ironarm — Sun, 28 May 2023 12:37:19 GMT

That is the status i got. When you go to check broadband and wifi it says its ok....which it is. It doesn't say anything about my landline not working. I have tried different phones and if i ring out i get an engaged tone. No one can ring me either.

Re: Landline not working

caesarome — Sun, 28 May 2023 12:37:36 GMT

So what does the "Let's take a look" link do ?

Re: Landline not working

Ironarm — Sun, 28 May 2023 12:40:21 GMT

Re: Landline not working

Ironarm — Sun, 28 May 2023 12:41:05 GMT

then it says that it is ok after checking everything

Re: Landline not working

caesarome — Sun, 28 May 2023 12:48:28 GMT

To get you some help with this I have escalated your post to the Sky Messaging team who should 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 not working

Addie15 — Sun, 28 May 2023 13:02:36 GMT

Hi there! Thank you for escalating this. We have sent Ironarm an invite.

Re: Landline not working

Ironarm — Sun, 28 May 2023 13:56:53 GMT

thank you for the help, just been online on our local village FB page and other peoples landlines also out (but not broadband).

Re: Landline not working

Ironarm — Sun, 28 May 2023 18:12:25 GMT

Still on chat to Sky response team but i am now getting messages from other villages around us and they all have the same problem. This has to be reported to Openreach by Sky. I keep saying its not my setup on my chat but but still it's not been said that they will report it.

Re: Landline not working

caesarome — Sun, 28 May 2023 18:21:14 GMT

If there is an outage in your area then does it now appear here for you:

https://www.sky.com/help/servicestatus/your-services

Re: Landline not working

Ironarm — Sun, 28 May 2023 18:49:19 GMT

no unfortunately is doeant identify a problem in the are. 4 villages are down. I rang BT as Sky use their line and they said it will be an "exchange" issue but it has to be Sky that report it. I have been on chat with the Sky team for a couple of hourus and they still have not said they will report it. Now they are not responding to my chat (presumably becuse their chat closes at &pm). People are extremely annoyed as we have had no phone since yesterday and our service providers are not doing anything.

Re: Landline not working

caesarome — Sun, 28 May 2023 19:03:56 GMT

The chat team finish at 7pm so they should continue the conversation tomorrow so should get back to you then.

Re: Landline not working

Ironarm — Sun, 28 May 2023 20:00:23 GMT

Thank you for your help and efforts. It's a shame i spent so many hours on chat and they didn't escalate it earlier , trying to get me to go through everything with my own telephone set up, when it was obviously was not an internal problem. I had expressed how others were having the same problem. We have not had the phone use since yesterday and this week i have important calls expected from the hospital on my landline. Another day has been wasted. I don't expect to be without a vital service that i pay for. For some people in the villages around me that are also having the problem, the Landline would be their only form of communication, it could even be a lifesaver. So having to wait another day is just not acceptible. I just hope they don't expect me to go through the same "it could be your set up" malarchy again. Anyway like i said thank you for your help.

Re: Landline not working

Ironarm — Tue, 30 May 2023 11:43:23 GMT

Thank you it's been sorted now. It was a fault that affected a large area but didn't show up on fault checks so it took lots of people complaining before anyone actually did anything. Thank you to those who tried to help fix