topic Phone line on and off same with broadband in Talk

Phone line on and off same with broadband

fgscv — Sun, 10 Dec 2023 15:07:06 GMT

Hello .

Phone line is on and off same with broadband for last 24 hours . Ran the service checker (when I can connect to it) tells me all is fine but it really isn't . Followed all the self heal steps , hasn't solved the problem . Phone line came back on last night ,although very crackly , broadband came on too but has started dropping out again today .

How can I report this online as unable to call Sky at the moment . Apologies if wrong place to ask but never done this before and getting a bit frustrated with on/off broadband . Be very grateful for any advice and help with this issue . Thank you .

Re: Phone line on and off same with broadband

Mark39 — Sun, 10 Dec 2023 15:13:49 GMT

First try the simple connection test here: https://www.sky.com/help/articles/broadband-diagnostic-start

If a fault is detected, you'll be able to book an engineer there and then.

Re: Phone line on and off same with broadband

fgscv — Sun, 10 Dec 2023 15:46:49 GMT

Many thanks for the reply .

I lost connection for another 30 minutes before I was able to run the diagnostic . My connection came back on , I run the test and it tells me everything is fine . I'm back online now but not sure how long it will last .

Thanks again for trying to help me , I will just have to phone Sky when able to do so .

Re: Phone line on and off same with broadband

Mark39 — Sun, 10 Dec 2023 15:49:41 GMT

As an alternative to calling we can, if you wish, ask Sky's messaging team to contact you here via a private online chat, so that you can report it.

Replies from Sky are unlikely to be instant, so if you lose the connection for a while, you should be able to pick up the chat again once it's restored.

Re: Phone line on and off same with broadband

fgscv — Sun, 10 Dec 2023 20:55:11 GMT

Yes please . That sounds like a good idea . Thank you .

Re: Phone line on and off same with broadband

Mark39 — Sun, 10 Dec 2023 21:31:38 GMT

Ok, I've alerted Sky and a Community adviser may be able to contact you tomorrow via private, online messaging. Look out for a blue/red chat 'bubble' towards the bottom of the page and an email inviting you to chat online. As I mentioned, 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: Phone line on and off same with broadband

Addie15 — Mon, 11 Dec 2023 09:02:56 GMT

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

Re: Phone line on and off same with broadband

fgscv — Tue, 12 Dec 2023 13:26:39 GMT

I got these results today . Got to the book an engineer page and got to the confirm part but frustratingly it failed . Could I please speak to a Community adviser again ?

Re: Phone line on and off same with broadband

Daniel0210 — Tue, 12 Dec 2023 13:29:22 GMT

@fgscv wrote:

Could I please speak to a Community adviser again ?

@fgscv

Is the chat not still open? It was only sent at 0902 yesterday.

Re: Phone line on and off same with broadband

fgscv — Tue, 12 Dec 2023 13:39:15 GMT

No , it's no longer open .

Re: Phone line on and off same with broadband

Daniel0210 — Tue, 12 Dec 2023 13:42:53 GMT

@fgscv

I have re-escalated your issue to Sky. The process is as before.

Re: Phone line on and off same with broadband

fgscv — Tue, 12 Dec 2023 13:48:23 GMT

Thank you very much .

Re: Phone line on and off same with broadband

Lisa-P1987 — Tue, 12 Dec 2023 15:05:32 GMT

Hi there, the reason the chat was closed is because we could not get the verification to get into the account. Without access, we cannot support much further than we already did which was providing the same troubleshooting steps and links that members of the forum can supply,

We will only be able to invite to another chat if we are going to be able to get through the identification process.

Re: Phone line on and off same with broadband

Daniel0210 — Tue, 12 Dec 2023 15:08:22 GMT

@Lisa-P1987

Thanks. Obviously wasn't aware of that.

@fgscv

If you end up calling Sky you will need to go through a similar security process as requested via the chat.

Re: Phone line on and off same with broadband

fgscv — Thu, 14 Dec 2023 18:21:27 GMT

Yes Lisa this is all true . I am the son of the account holder and was trying to sort the problem for my Mum who was too unwell to call at the time .

She called Sky on her mobile on Tuesday afternoon , as the landline isn't working , and spent 30 minutes on the phone arranging an engineer visit . The advisor told her the engineer was booked for this afternoon . The engineer has not turned up , no contact from anybody informing her that he wasn't coming and it looks like she will have to go through the entire process again .

Re: Phone line on and off same with broadband

Daniel0210 — Thu, 14 Dec 2023 18:25:53 GMT

@fgscv

The Openreach engineer may have been working on the issue remotely at the exchange or the local green cabinet. Has she checked to see if it's fixed?

If it isn't she needs to call Sky tomorrow as Openreach update their isps overnight.

Re: Phone line on and off same with broadband

fgscv — Thu, 14 Dec 2023 19:11:31 GMT

No , the issues still remain .

Re: Phone line on and off same with broadband

Mark39 — Thu, 14 Dec 2023 19:48:39 GMT

@fgscv Openreach aim to attend within 2 days but it can be up to 5 depending on workload within the local exchange.

Re: Phone line on and off same with broadband

fgscv — Thu, 14 Dec 2023 20:15:18 GMT

Thank you to all who replied to me , it is appreciated .