topic Re: landline disconnected in error in Talk

landline disconnected in error

DearestDilly — Sat, 09 Sep 2023 16:12:12 GMT

On 4/9/23. an audible message on the router stated that the landline is disconnected. The router is set up correctly, Broadband works and there are no area faults. I have tried all avenues to have the problem corrected, but even the Head Office has the same recorded message as all the other phone numbers. I do not have the facilities to photograph the back of the router, but it is correct. The lack of a landline has meant that health care professionals have been unable to contact me, but more alarming is that should I fall again, Lifeline 24 will be unable to speak to me to arrange help.

How can I speak to a HUMAN BEING, to reinstall the landline, as I am extremely worried

Re: landline disconnected in error

Mark39 — Sat, 09 Sep 2023 16:24:38 GMT

Which of the routers pictured here do you have?

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articles/set-up-hub-which-sky-hub-do-you-have

What is the message you hear when you try to make,a call?

Does your phone have a dial tone

Re: landline disconnected in error

DearestDilly — Sat, 09 Sep 2023 18:10:50 GMT

There is no dial tone, just the few 'bleeps' of the number selected

Re: landline disconnected in error

DearestDilly — Sat, 09 Sep 2023 18:17:33 GMT

There has been no change in the phone hub for years, the broadband is not affected

Re: landline disconnected in error

caesarome — Sat, 09 Sep 2023 18:24:52 GMT

@Mark39 wrote:

Which of the routers pictured here do you have?

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articles/set-up-hub-which-sky-hub-do-you-have

Re: landline disconnected in error

Mark39 — Sat, 09 Sep 2023 18:49:28 GMT

@DearestDilly wrote:

On 4/9/23. an audible message on the router stated that the landline is disconnected.

Still trying to understand what's happening here. Can you explain the above a bit further? So far as I'm aware the router isn't capable of generating an audible message.

Re: landline disconnected in error

DearestDilly — Sat, 09 Sep 2023 20:19:03 GMT

Thank you very much for your help.

There is an intermittant female voice warning that the line is disconnected. The main phone and hub are together in the hall, close to the telephone socket. The message is not associated with any attempted outgoing calls and is heard most often very late at night/early hours of the morning. so I am never close enough to identify the source of the message.

Re: landline disconnected in error

GD1 — Sat, 09 Sep 2023 20:46:34 GMT

@DearestDilly It's most likely the lifeline system is providing that voice message (if it's connected to your landline?) as you mentuoned you have this. It's certainly not the router you have, there is also a possibility depending on the phone type you have that's playing the message.

The question I ask is does your phone allow you to make outgoing calls at all? Can you hear a dial tone?

Re: landline disconnected in error

DearestDilly — Sat, 09 Sep 2023 20:31:52 GMT

I can't make or receive telephone calls

Re: landline disconnected in error

GD1 — Sat, 09 Sep 2023 20:34:47 GMT

@DearestDilly Is there a dial tone at all? When was the last time you could use the phone/landline?

Re: landline disconnected in error

DearestDilly — Sat, 09 Sep 2023 20:40:09 GMT

There is no dial tone and I last used the phone on 4/9/23

Re: landline disconnected in error

GD1 — Sat, 09 Sep 2023 20:45:09 GMT

@DearestDilly To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. It will be tomorrow at the earliest so please check back tomorrow.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: landline disconnected in error

Addie15 — Sun, 10 Sep 2023 07:27:36 GMT

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

Re: landline disconnected in error

Lisa-P1987 — Mon, 11 Sep 2023 08:31:11 GMT

We are still looking to help you @DearestDilly . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: landline disconnected in error

DearestDilly — Tue, 12 Sep 2023 10:37:30 GMT

A huge thank you to everyone who sought to understand, and to provide a solution to the problem of my disconnected land line. I was contacted by the Sky Welfare team yesterday and Outreach reinstated the line this morning. RESULT!