topic Re: Can't make or receive calls in Talk

Can't make or receive calls

CMEP1978 — Tue, 08 Aug 2023 14:00:58 GMT

I can't make or receive calls but my broadband is working fine. I don't have a corded phone but I've tried 2 different cordless phones but can get no dial tone from either. I have tried to ring to report the fault but the automated voice keeps directing me to help with Sky Mobile, not Sky Talk. How can I speak to someone so I can report the fault?

Re: Can't make or receive calls

Mark39 — Tue, 08 Aug 2023 14:06:25 GMT

Are you new to Sky? Or any recent changes to your broadband package?

Re: Can't make or receive calls

CMEP1978 — Tue, 08 Aug 2023 14:59:33 GMT

Not new - I've been a customer for 8 years. It's a holiday home so I'm not sure when exactly the phone stopped working.

Re: Can't make or receive calls

Mark39 — Tue, 08 Aug 2023 15:05:39 GMT

Try the connection test here first, even if your broadband is working ok. If it detects the fault, you'll be able to book an engineer online.

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

Otherwise we can try to arrange help here, if you wish, via Sky's online messaging team - let us know.

Re: Can't make or receive calls

CMEP1978 — Tue, 08 Aug 2023 16:54:03 GMT

My internet seems fine so it's not detecting any fault with my broadband but the phone still isn't working. - please could you put me in touch with someone?

Re: Can't make or receive calls

caesarome — Tue, 08 Aug 2023 17:01:28 GMT

@CMEP1978

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: Can't make or receive calls

CMEP1978 — Tue, 08 Aug 2023 17:03:32 GMT

Thanks very much for sorting this out for me - I really appreciate your help.

Re: Can't make or receive calls

Addie15 — Wed, 09 Aug 2023 08:50:03 GMT

Hi there! Thank you for escalating this. We have sent an invite to CMEP1978.

Re: Can't make or receive calls

Greenfingers001 — Wed, 09 Aug 2023 11:26:43 GMT

Update:

Spoke with @CMEP1978 and arranged Openreach engineer to resolve external fault

Thanks again for the escalation have a great afternoon