topic Re: Landline Not Working but Internet Is OK in Talk

Landline Not Working but Internet Is OK

StuartG1 — Sun, 14 Jan 2024 12:14:56 GMT

My phone landline isn't working (no dial tone and cannot make or receive calls). My internet is working fine though. I've carried out all the checks the website suggests, but they haven't resolved the problem. I've been with Sky Talk for years so it's not a new account issue.

Thanks

Re: Landline Not Working but Internet Is OK

caesarome — Sun, 14 Jan 2024 12:19:03 GMT

Has this issue with the landline just started, so you have made no changes to your broadband package recently ?

Re: Landline Not Working but Internet Is OK

StuartG1 — Sun, 14 Jan 2024 12:23:35 GMT

There've been no changes to my package. It happened out of the blue either yesterday or Friday evening.

Re: Landline Not Working but Internet Is OK

caesarome — Sun, 14 Jan 2024 12:26:33 GMT

@StuartG1

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can.
This isn't a live chat so replies are not instant.

Re: Landline Not Working but Internet Is OK

StuartG1 — Sun, 14 Jan 2024 12:30:29 GMT

Thanks @caesarome - much appreciated.

Re: Landline Not Working but Internet Is OK

Lisa-P1987 — Sun, 14 Jan 2024 13:03:37 GMT

Thanks for escalating this. We’ve sent @StuartG1 an invite to chat.

Re: Landline Not Working but Internet Is OK

Lisa-P1987 — Sun, 14 Jan 2024 14:36:01 GMT

Update - Spoken to @StuartG1 and after a few checks, we found an external fault which has been booked in with Openreach 🙂

Re: Landline Not Working but Internet Is OK

StuartG1 — Fri, 19 Jan 2024 11:30:33 GMT

Hi @Lisa-P1987

BT Openreach still haven't come to fix the problem with my landline. I received a text on 16/01 from Sky saying the problem had been fixed - it hasn't and nobody has been to my home to fix it. A BT engineer said he'd come on Thursday afternoon. He then said he was running late and would come first thing before any other appointments at 8:00am this morning (19/01). He gave me his mobile number and I've texted him twice (08:21 and 09:36) but had no response. It's now 11:30...

I really need my landline and I'd like a confirmed date and time from BT Openreach.

Stuart

Re: Landline Not Working but Internet Is OK

Lisa-P1987 — Fri, 19 Jan 2024 13:04:45 GMT

As today is the 5th working day, we would allow Openreach till after their appointment slot today before chasing it. Their latest slot's are 6pm and we typically see any updates from them round this time.

So we would need to allow this time before doing anything,.

Re: Landline Not Working but Internet Is OK

StuartG1 — Sat, 20 Jan 2024 11:04:17 GMT

Hi Lisa-P1987

The BT Openreach engineer has just been. He said that there was a dial tone a few days ago, but there isn't any more, and that the line has probably been turned off by Sky while they were running diagnostics. Can you check if this is the case?

He also said Sky will then need to arrange for another engineer to come out (he's on leave for the next week).

Thanks,

Stuart

Re: Landline Not Working but Internet Is OK

Mark39 — Sat, 20 Jan 2024 11:11:42 GMT

@StuartG1 wrote:

He [the engineer] said that there was a dial tone a few days ago, but there isn't any more, and that the line has probably been turned off by Sky while they were running diagnostics. Can you check if this is the case?

I find that hard to believe. Sky's diagnostics take minutes to run.

I think you'll need to wait until Sky receive Openreach's report this evening, then we can ask the messaging team, to contact you again here (tomorrow) so that you can arrange for another engineer.

Post again tomorrow and we can set it up for you if you wish.

Re: Landline Not Working but Internet Is OK

StuartG1 — Sat, 20 Jan 2024 11:35:17 GMT

Hi @Mark39

It did seem a little odd to me when he mentioned it. I'll wait until tomorrow to see what's happening.

Thanks for your help - and also to @Lisa-P1987

Cheers,

Stuart

Re: Landline Not Working but Internet Is OK

StuartG1 — Sun, 21 Jan 2024 13:57:24 GMT

I just wondered if Sky have received the engineer's report and if another engineer can be scheduled to visit?

Thanks,

Stuart

Re: Landline Not Working but Internet Is OK

Mark39 — Sun, 21 Jan 2024 14:46:48 GMT

@StuartG1 you would need to speak to Sky to establish the current position. I've asked the messaging team to contact you here so that you can do that via a private online chat , as you did before.

Re: Landline Not Working but Internet Is OK

Greenfingers001 — Sun, 21 Jan 2024 14:50:54 GMT

Thanks for escalating this. We’ve sent @StuartG1 an invite to chat.

Re: Landline Not Working but Internet Is OK

Addie15 — Sun, 28 Jan 2024 08:34:40 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Landline Not Working but Internet Is OK

StuartG1 — Sun, 28 Jan 2024 15:32:10 GMT

Hi @Addie15

The landline is still not working. I've left it unplugged for 20 minutes and tried again but still no joy. It's now two weeks since I reported it and I really need my landline. The BT Openreach engineer said there was no problem with the handset.

Can you let me know how much you'll be reducing my bill to take into account the loss of service?

Many thanks,

Stuart

Re: Landline Not Working but Internet Is OK

Mark39 — Sun, 28 Jan 2024 15:35:48 GMT

@StuartG1 wrote:
Can you let me know how much you'll be reducing my bill to take into account the loss of service?

Sky won't reduce your bill, but you may be entitled to some compensation: https://www.sky.com/help/articles/auto-compensation

Re: Landline Not Working but Internet Is OK

Daniel0210 — Sun, 28 Jan 2024 15:44:17 GMT

@StuartG1

You didn't engage fully in the latest escalation process. If we escalate it again will you be able to participate?

Re: Landline Not Working but Internet Is OK

StuartG1 — Sun, 28 Jan 2024 15:53:51 GMT

Hi @Daniel0210

I feel I did engage fully. There was a message in chat two days ago that I didn't receive any notification of (no email or text or call). If I'd received a notification I'd have responded to the message as soon as I'd been made aware. Am I supposed to constantly check the chat that's been running for days?

Any frustration of mine is not directed at you (and I appreciate you responding). It's just that after two weeks of reporting the problem this isn't really acceptable.

Thanks,

Stuart