topic Re: Landline dead in Talk

Landline dead

stopsalescalls — Tue, 07 Nov 2023 18:20:13 GMT

On 1st Nov, I was moved to Broadband Superfast and ever since then I have been neither able to receive or make telephone calls. This is not the first time that things in my account have been changed and my landline goes silent.

I was aware that my landline was dead, last week, and eventually was able to make an online complaint, KMM64319673V53394L0KM, and the email reply was "Hello from Sky, We have closed your case as we believe your issue is now resolved." It has not been "resolved," and I replied to said email to say such but I have not received anything back apart from texts. These texts state that online forms are closed because I have an open case, but I have not received any other communication. The texts suggest phoning Sky, but I only have a PAYG and on a low income, my previous calls to Sky could see me on hold for a long time.
I have tried everything to prove my telephone line is not working, all the methods suggested by Sky, I know these because I have been through the process numerous times.
I would like some feedback, from Sky, other than what I have received to explain fully what is going on. I have conflicting and short communications, which really are no help
please advise, thanks

Re: Landline dead

caesarome — Tue, 07 Nov 2023 18:21:39 GMT

Does your broadband hub have a voice light on it that is lit and if so is your phone connection plugged into the back of it ?

Re: Landline dead

Mark39 — Tue, 07 Nov 2023 19:48:45 GMT

@stopsalescalls it's almost certain that you've been moved to internet calls (Sky VOIP) as part of your move to Superfast. As a consequence your phone handset won't work from the wall socket. You need to plug it into the socket at the back of your Sky Hub, as @caesarome posted.

Re: Landline dead

stopsalescalls — Tue, 07 Nov 2023 20:07:39 GMT

No, there is no light above Voice, I have tried placing plug in new router, no change

Re: Landline dead

Mark39 — Tue, 07 Nov 2023 20:41:14 GMT

Assuming you have internet calls, Sky recommend resetting your Hub first: https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-voice-off-amber-broadband-hub

Re: Landline dead

stopsalescalls — Tue, 07 Nov 2023 23:10:14 GMT

@Mark39 tried that with no luck, no green light above Voice.

I am beginning to think Sky have not turned this on, is that a possibility? My Sky portfolio currently reads -

Sky Talk Line Rental on 01/11
Sky Broadband Boost on 01/11
Sky Broadband Superfast (FTTC)(3) on 01/11
Sky Hub 4.2 Sky Owned (Delivered) on 28/10

Thanks

Re: Landline dead

Mark39 — Wed, 08 Nov 2023 09:23:38 GMT

@stopsalescalls looks like you're going to have to report it again, I'm afraid. We can ask Sky's messaging team to contact you here so that you can do so via a private online chat, if you wish?

Re: Landline dead

stopsalescalls — Wed, 08 Nov 2023 16:06:08 GMT

@Mark39 as of 17:26, Tues 7th, Sky sent me a text claiming they "already have an open case." Since receiving that text, I have received no further communication.

The situation with my landline remains the same. I would most definitely welcome a private online chat and would be grateful if you could set that up for me.

Would you still recommend reporting again, I am wondering if I will still get the same reply as the two previous texts?

Thanks

Re: Landline dead

Mark39 — Wed, 08 Nov 2023 16:34:43 GMT

@stopsalescalls no, as it's still an open case and therefore under investigation, I don't think there's any point in reporting it again. As you only received the text yesterday, I'd suggest giving it a couple of days before seeking an update. If there's no change by Friday, let us know and we can try to arrange a private chat at that point.

Re: Landline dead

stopsalescalls — Wed, 08 Nov 2023 16:53:40 GMT

@Mark39 Thanks for your reply, I will give Sky the time you suggest

Re: Landline dead

GL0005 — Thu, 09 Nov 2023 09:34:32 GMT

Hello, I have the same issue. Had new super fibre broadband installed on Monday and since then my landline says 'check phone connection'! The phone line is plugged into SkyHub. Has there been any indication of this issue being fixed as seems common. How do I contact Sky to resolve. Thank you

Re: Landline dead

caesarome — Thu, 09 Nov 2023 09:45:06 GMT

@GL0005

Is the voice light lit on your hub ?

Re: Landline dead

stopsalescalls — Mon, 13 Nov 2023 17:18:15 GMT

@Mark39 Please could you set up the online chat. I have has no communication, from Sky, in almost one week. Thanks

Re: Landline dead

Mark39 — Mon, 13 Nov 2023 17:35:47 GMT

Sorry to hear it's not resolved. I've alerted Sky and a Community adviser may be able to help you via private, online messaging, probably tomorrow now. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Landline dead

stopsalescalls — Mon, 13 Nov 2023 20:03:03 GMT

I wasted 75 minutes and got absolutely nowhere.

I needed the technical department, but this is what I got, "This department is for upgrading your account or for help with joining Sky."

I am told the technical know about the problem, but have done nothing to effectively solve it.

@Mark39 what do you suggest I do next?

Re: Landline dead

caesarome — Mon, 13 Nov 2023 20:10:18 GMT

As @Mark39 has said:

@Mark39 wrote:

Sorry to hear it's not resolved. I've alerted Sky and a Community adviser may be able to help you via private, online messaging, probably tomorrow now. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

So they should be in touch via the chat bubble tomorrow morning.

Re: Landline dead

stopsalescalls — Mon, 13 Nov 2023 20:17:46 GMT

@caesarome but I got a blue chat bubble, at the top of the screen? I do not understand

Re: Landline dead

Mark39 — Mon, 13 Nov 2023 20:27:49 GMT

@stopsalescalls the link I posted explains how it works and what to look for.

Sky confirm in your thread here when they've invited you to an online chat. They haven't done so yet so I'm unclear what he 75 minutes you mentioned were about.

Re: Landline dead

stopsalescalls — Mon, 13 Nov 2023 20:29:47 GMT

Now whilst on an online chat, I get an email telling me that my broadband is not at the minimum download speed. Nothing about my telephone!

What exactly are Sky messing about at?!

Re: Landline dead

stopsalescalls — Mon, 13 Nov 2023 20:32:00 GMT

@Mark39 a blue chat bubble appeared at the top of my screen