topic Re: Landline not working in Talk

Landline not working

michael+howell — Fri, 13 Oct 2023 11:25:47 GMT

On Tuesday of this week we found out by a family member who was trying to call us that our landline was ringing in her phone but we were not being alerted on our house phone. After investigation we cannot call out either. We have been through the normal routine procedures to reset our system with no success. We are still connected to the Broadband but no phone. I don't want to be stuck on my modile phone calling Sky and not understanding the advisor ( no disrespect). I just need a search along my line to wherever the fault is and fix it. Please help.

Re: Landline not working

GD1 — Fri, 13 Oct 2023 11:26:36 GMT

@michael+howell 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: Landline not working

michael+howell — Sun, 15 Oct 2023 14:57:59 GMT

Thank you GD1, I await there message. Phone still inactive.

Re: Landline not working

Greenfingers001 — Sun, 15 Oct 2023 15:30:35 GMT

Thanks for escalating this. We’ve sent @michael+howell an invite to chat.

Re: Landline not working

Mr+Flibbles+86 — Tue, 17 Oct 2023 15:36:10 GMT

We are still looking to help you. 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 not working

michael+howell — Tue, 17 Oct 2023 23:11:31 GMT

I definitely need help, my landline is out of action. I thought someone was going to contact me and help fix the issue.
Why can't an Engineer come and visit and view the issue. That's why they are Engineers.

Please help, and don't forget I'm still paying for no service. Thank you

Re: Landline not working

Daniel0210 — Wed, 18 Oct 2023 04:44:13 GMT

@michael+howell

The chat invite that was arranged for you was closed as you didn't fully participate in it.
I’ve re-escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Remember that billing continues during a fault. This link explains auto compensation for when there is a total loss of Sky Broadband or Sky Talk.

https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you first report the fault to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your account.

Re: Landline not working

Mark39 — Wed, 18 Oct 2023 07:00:10 GMT

@michael+howell wrote:

.
Why can't an Engineer come and visit and view the issue. That's why they are Engineers.

Please help, and don't forget I'm still paying for no service. Thank you

Sky won't send an engineer until you've reported the fault,via the messaging service or by calling them and they've run a line test to establish the likely location of the fault.

Re: Landline not working

Greenfingers001 — Wed, 18 Oct 2023 08:31:12 GMT

Thanks for escalating this. We’ve sent @michael+howell another invite to chat.