topic Re: phone line not working in Talk

phone line not working

Jongwyn — Thu, 21 Sep 2023 09:41:25 GMT

My broadban is working but I have a buzzing sound on my phone line and unable to make or receive any calls. I have tried all the on line suggested actions. I have phoned two different numbers from my mobile and there is a 30 minute wait to speak to anyone that might be able to help. My moile package is limited so I can't wait 30 minutes to speak to someone. Is there any other way to get to talk to someone?

Re: phone line not working

GD1 — Thu, 21 Sep 2023 09:42:14 GMT

@Jongwyn 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.

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: phone line not working

Jongwyn — Thu, 21 Sep 2023 09:51:49 GMT

Thank you for your help. It is so frustrating when you can't get through to someone to sort out the problem.

Re: phone line not working

Jongwyn — Thu, 21 Sep 2023 17:19:05 GMT

Can anyone advice on how long they take to contact you having been passed on. It's ridiculous not being able to contact anyone to report this fault.

Re: phone line not working

Addie15 — Fri, 22 Sep 2023 10:10:53 GMT

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

Re: phone line not working

Tom-W19 — Sun, 24 Sep 2023 10:15:34 GMT

Hi @Jongwyn

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: phone line not working

Jongwyn — Sun, 24 Sep 2023 13:26:08 GMT

@Tom-W19 I did reply to the invite but they couldn't help. I finally got through to an automated phone line on Friday morning and the line was found to have a fault. They have forwarded a repair request to Open Reach on Friday morning so hopefully they will get it repaired ASAP.

Here's the conversation

"Sorry, I don't seem to be able to help you with that, but let's see if there's something on our website that can! Click on the link below to see a selection of our Help content that can assist with your problem. then they added the link to this forum.

Then a further message when told I had already tried that.

I'm really sorry I couldn't get your problem resolved today. We don't have any agents available right now. To get further support, please check out our Community Forum using the link below, where you can talk to other customers to get help with your products. helpforum.sky.com