topic Re: Landline fault in Talk

Landline fault

Draj — Wed, 10 Jan 2024 15:49:04 GMT

My landline phone with Sky is not working since 5 days. No dialling tone. Cannot receive any incoming calls. Reported to sky 3 days ago. Openreach engineer booked on Monday but fault still there and issue not resolved. Please advise.

Re: Landline fault

Daniel0210 — Wed, 10 Jan 2024 15:54:56 GMT

@Draj

Openreach have a target fix time of two working days from when they are notified. That would appear to be by the end of the day today.

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you first report the fault to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.

Re: Landline fault

Draj — Mon, 29 Jan 2024 11:49:23 GMT

My phone landline still isn't working (no dial tone and cannot make or receive calls). Down since 5th January 2024. My internet is working fine though.

I've carried out all the checks the website suggest.

Neither Sky nor Openreach have resolved or fixed the problem with my landline . No updates, text or any kind of correspondence from either to state when it will resolve or not.

A total no consideration of customer loyalty and diabolic service from Sky.

Re: Landline fault

Daniel0210 — Mon, 29 Jan 2024 11:53:22 GMT

@Draj

You'll need to contact Sky again and ask what the latest update is from Openreach. If they have to dig up the road or pavement OR have to seek permission from the local council then arrange a team to carry out the work which could cause a delay.

Re: Landline fault

Michael+Jam — Mon, 29 Jan 2024 13:40:55 GMT

my phone has had no dial tone for more than 6 weeks, unable to make or recive calls tried all the help sites. called sky help many times left waiting on phone for more than 30 min each time i call and i have called many many times. what a bad customer service.

Re: Landline fault

Daniel0210 — Mon, 29 Jan 2024 13:44:58 GMT

@Michael+Jam

So in the last 6 weeks are you saying you haven't been able to get through on the phone at all? You need to stay on the line and not hang up and try to call at what is said to be a quieter time (first thing in the morning when they open or mid-evening).

Re: Landline fault

Mark39 — Mon, 29 Jan 2024 14:01:39 GMT

@Michael+Jam wrote:

my phone has had no dial tone for more than 6 weeks, unable to make or recive calls tried all the help sites. called sky help many times left waiting on phone for more than 30 min each time i call and i have called many many times. what a bad customer service.

Does this coincide with you switching to Sky, or a change in your broadband subscription?

You could try the simple connection test here, even if your broadband is ok (they share the same copper cable)

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Landline fault

Michael+Jam — Mon, 29 Jan 2024 14:09:25 GMT

no everything is the same as ever.

Re: Landline fault

Michael+Jam — Mon, 29 Jan 2024 14:12:30 GMT

i have tried calling on my mobile but no signal inside so have to stand outside. 30mins wait then phone cuts off i have called mornings afternoon and eve but always the same.