topic Re: Sky Talk is unable to receive calls in Talk

Sky Talk is unable to receive calls

DBrennan999 — Mon, 04 Dec 2023 15:12:43 GMT

I have to say I am losing patience at this stage.

In already had Sky TV and in September I added Broadband and Talk. It was previously with Virgin so it was either move the TV to them, or the Broadband to Sky and I chose the latter. To my regret.

Firstly, it was agreed that I would receive a broadband booster for the broadband. This never arrived. After a few phone calls, the first of which I was told to hold on for a few more days, eventually a Sky call taker agreed to order a replacement. Which duly arrived.

Since the original set-up, I have been unable to receive calls to the landline. On the first few occasions that I rang I was told to go through the usual procedure of unplugging, waiting 15 seconds etc etc but this didn't resolve the matter. The next time I called I was told to go through that procedure and then remove the cable from the Italia/ROI connection, press reset. I then received a call from Sky to the landline which suggested that the landline was now receiving calls and working normally. It wasn't.

On the next occasion that I rang a Sky representative said that they ran a check on the line and a fault had been identified, I was told that an engineer would be in contact to resolve the matter. Nobody made contact and the matter still remained unresolved. On the next call I was told that the engineer would simoply check the service in the area and that it wouldn't be a specific site call. The latter still wasn't resolved.

Today I rang and I as told to follow the "remove the cable from the ROI/Italia port and press reset" prcedure which I duly did, again. And I then received a land line call from Sky which the representative assured me proved that the line was working. I advised that I didn't share her confidence and I said that this had happened previously and the line wasn't in fact receiving calls. Sure enough, I tried ringing the landline about 5 minutes later and I get the same generic message "Sorry, it has not been possible to connect your call. Please try again later".

I was on the phone for over an hour today and in total I would estimate that I have spent at least one full day between the numerous calls trying to get this resolved. And it still isn't resolved.

To make matters worse, on a previous call to improve my broadband service a representative talked me through a procedure to connect to a different connection which I had to do via ,my laptop and a series of somewhat complicated settings changes that I had to do via my laptop. In the process of resetting the router box this new connection is unable to connect to the Internet and I am back to using the original default Sky broadband connection.

All in all as a new customer I am really unhappy, this should be simple stuff and the amount of time and energy I have had to waste to try to resolve this is unnecessary.

I require urgent assistance in this regard please.

Kind Regards,

Donal Brennan

Re: Sky Talk is unable to receive calls

Mark39 — Mon, 04 Dec 2023 15:38:41 GMT

@DBrennan999 is your Hub's Voice light green or amber? Does your phone have a dial tone? Can you make calls?

Note we're customers here, not Sky personnel.

Re: Sky Talk is unable to receive calls

DBrennan999 — Mon, 04 Dec 2023 15:40:59 GMT

All 4 lights on the hub are lit green. I can make outgoing calls but can't receive incoming calls.

Re: Sky Talk is unable to receive calls

Mark39 — Mon, 04 Dec 2023 15:45:44 GMT

Try calling your mobile, to see whether your landline number has changed.

Re: Sky Talk is unable to receive calls

DBrennan999 — Mon, 04 Dec 2023 15:48:53 GMT

No, it's the same as before which was an important issue as I have a very distinctive landline number which Sky assured me could be ported over. Which appears to have been the case based on the number displayed on my mobile.

Re: Sky Talk is unable to receive calls

Mark39 — Mon, 04 Dec 2023 16:13:01 GMT

Looks like you'll have to report it to Sky again, I'm afraid. We can ask the Messaging team to contact you here via a private online chat so that you can do that, if you wish?

Re: Sky Talk is unable to receive calls

DBrennan999 — Mon, 04 Dec 2023 16:14:19 GMT

Thanks for your help, I've sent it in as a complaint so I am hoping that will get it resolved.

Re: Sky Talk is unable to receive calls

Mark39 — Mon, 04 Dec 2023 16:30:58 GMT

Ok, if you don't get a prompt response and would like to use the Messaging service, just let us know.