topic Re: O2 weeks problems with landline in Talk

O2 weeks problems with landline

Malcsgirl — Sun, 05 Nov 2023 20:07:37 GMT

My mum needs help - her landline hasn't been working for 2 weeks and she's a sky talk customer - virtually every day she raises the problem and apparently they know there is an issue but it's not been resolved - please help she needs this phone

Re: O2 weeks problems with landline

Daniel0210 — Sun, 05 Nov 2023 20:18:52 GMT

@Malcsgirl

If she's already reported this to Sky we won't be able to quicken any repair but tell us what the issue is?

Re: O2 weeks problems with landline

Malcsgirl — Sun, 05 Nov 2023 20:33:59 GMT

The phone line is dead - but broadband is working . When I try to call it I can hear it ringing - but there's nothing

her end - this has been going on for 2 weeks and sky are not resolving the issue for her - in fact sky reps keep mentioning broadband which is not the issue at all

Re: O2 weeks problems with landline

Daniel0210 — Sun, 05 Nov 2023 20:47:01 GMT

@Malcsgirl

Has your Mum changed her broadband subscription recently? Does her broadband hub have a voice light and if it does is it lit?

Re: O2 weeks problems with landline

Mark39 — Sun, 05 Nov 2023 20:47:27 GMT

It's very difficult to be able to advise you without knowing what Sky have said the issue is. Normally Sky carry out a line test when customers report a fault, and if this had detected a fault it would have been reported to Openreach who are responsible for fixing it That can take a while depending on where the fault is.

And if there's a known fault affecting multiple customers in your mother's area, it would again be a matter of waiting for Openreach to fix it, I'm afraid.

It's unlikely that Sky would do nothing if your mother has called multiple times to report it.

Re: O2 weeks problems with landline

Malcsgirl — Sun, 05 Nov 2023 21:14:41 GMT

No change of provider at all and the voice light is off on the router thx

Re: O2 weeks problems with landline

Malcsgirl — Sun, 05 Nov 2023 21:16:03 GMT

Open reach were notified . Apparently they were sending an engineer but we don't know if took place and it certainly hasn't changed the issue

Re: O2 weeks problems with landline

Malcsgirl — Mon, 06 Nov 2023 13:27:44 GMT

Why would a new router being sent resolve an issue with landline not working ?

Re: O2 weeks problems with landline

TimmyBGood — Mon, 06 Nov 2023 13:36:15 GMT

@Malcsgirl

Presumably Sky records indicate that the property is supplied with SOGEA broadband (no PSTN service) and so the Voice light should be green and the phone handset plugged into the back of the Hub.

Alternatively, the customer support person didn't understand the problem...

Re: O2 weeks problems with landline

ro4 — Mon, 06 Nov 2023 16:12:29 GMT

i'm having the same problem, they keep saying they have a issue. I have a issue with them not fixing the problem. Its been a week so far. Im giving them till this friday and then im going elsewhere.

Re: O2 weeks problems with landline

Daniel0210 — Mon, 06 Nov 2023 16:30:22 GMT

@ro4 wrote:

Im giving them till this friday and then im going elsewhere.

@ro4

And if you do that the problem will move with you. Openreach has a target fix time of 3-5 working days but that is a target not a given. If they have to dig up the road/pavement they have to seek permission from the council which adds to delays.

By the way, your own thread has been replied to and escalated so no need to cause duplicate answers on another thread.

Re: O2 weeks problems with landline

ro4 — Tue, 07 Nov 2023 08:19:34 GMT

Escalted but not solved.

Re: O2 weeks problems with landline

Mark39 — Tue, 07 Nov 2023 08:20:39 GMT

@ro4 wrote:

Escalted but not solved.

Detail?