topic Re: Phone line down in Talk

Phone line down

greenjanner — Sat, 02 Mar 2024 16:57:14 GMT

We had a storm two nights ago and had lightning strikes,

. Since then we have not been able to make or receive phone calls. This is clearly the result of the storm damaging the line somewhere. None of the things thatSky suggests works.

Can someone please assist?

This message was authored by greenjannerThis message was authored by: greenjanner UNREAD

‎02 Mar 2024 04:50 PM

We had a storm two nights ago and there were lightning strikes nearby that knocked out our power for a couple of hours, that was restored. I didn't know until today that the phone line is not working and it is not possible to make or receive calls. Ihave done all the things that Sky suggests. It is clearly a fault caused by the lightning.

pleaae can someone assist?

This message was authored by greenjannerThis message was authored by: greenjanner UNREAD

‎02 Mar 2024 04:50 PM

pleaae can someone assist?

Re: Phone line down

caesarome — Sat, 02 Mar 2024 17:08:03 GMT

Have you used a mobile to call Sky about this or ran the test here:

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

You can also run this test via the MySky app.

Let us know how you get on.

Re: Phone line down

Mark39 — Sat, 02 Mar 2024 17:08:19 GMT

First try the simple connection test here, even if your broadband is working normally: https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Phone line down

greenjanner — Sat, 02 Mar 2024 18:04:50 GMT

My broadband is working, that is not my issue. It is the phone that does not work. I ran all the tests.

Re: Phone line down

Mark39 — Sat, 02 Mar 2024 18:47:01 GMT

@Mark39 wrote:

First try the simple connection test here, even if your broadband is working normally: https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Phone line down

greenjanner — Sun, 03 Mar 2024 11:55:43 GMT

Well, I can only repeat that I have run all the tests.

Re: Phone line down

caesarome — Sun, 03 Mar 2024 12:08:14 GMT

@greenjanner

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: Phone line down

Addie15 — Sun, 03 Mar 2024 12:15:53 GMT

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

Re: Phone line down

greenjanner — Sun, 03 Mar 2024 13:32:19 GMT

Everything that it checks, broadband and wifi is fine

Re: Phone line down

caesarome — Sun, 03 Mar 2024 13:56:23 GMT

@greenjanner

You have been sent the help you wanted, so you need to respond via the chat bubble.

Re: Phone line down

greenjanner — Fri, 15 Mar 2024 18:34:14 GMT

The chat line with a Sky Tech. was open but all he did was ask for more information, all of which I provided. It has taken 2 weeks so far and my line is still not operational. All my neighbours who were similarly affected but were not Skype cipustomers had their line repaired a week ago! All I need probably is a new master box where it comes into the house.

the open chat window is no longer open so I can no longer talk to the technician. All in all, I am not a happy customer. Complaint incoming.

Re: Phone line down

Mark39 — Fri, 15 Mar 2024 19:53:44 GMT

@greenjanner wrote:

The chat line with a Sky Tech. was open but all he did was ask for more information, all of which I provided. It has taken 2 weeks so far and my line is still not operational. All my neighbours who were similarly affected but were not Skype cipustomers had their line repaired a week ago! All I need probably is a new master box where it comes into the house.

the open chat window is no longer open so I can no longer talk to the technician. All in all, I am not a happy customer. Complaint incoming.

The chat window remains open for 48 hours. Responses from Sky may not be instant. We can re-escalate, if you wish.

Re: Phone line down

greenjanner — Sat, 16 Mar 2024 14:12:51 GMT

Well, the technician said that it would remain open until the matter was resolved and it was open for nearly two weeks, we were talking regularly, with no progress I should add.

yes,please re escalate

Re: Phone line down

Mark39 — Sat, 16 Mar 2024 14:43:10 GMT

I've flagged your post to Sky again and a Community adviser may be able to help you via private, online messaging later today. 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.

The chat window remains open for 48 hours. After that time it closes automatically, even if the chat isn't concluded.

Re: Phone line down

Lisa-P1987 — Sat, 16 Mar 2024 14:46:03 GMT

Hi there, we did leave the chat open and then explained we needed to take further actions but there was no reply on that chat in over 48 hours so it auto closed.

We did have another chat open now with @greenjanner which we have engaged with. If you want to respond there, we can continue the discussion.

Re: Phone line down

greenjanner — Sat, 16 Mar 2024 17:06:00 GMT

Thank you very much. Appreciated.

Re: Phone line down

greenjanner — Sat, 16 Mar 2024 17:10:26 GMT

Well, there is no chat bubble for me to respond in.

Re: Phone line down

Highlinder — Sat, 16 Mar 2024 18:18:43 GMT

@greenjanner Which device and browser are you using to access the community forum?

Re: Phone line down

greenjanner — Sat, 16 Mar 2024 18:35:58 GMT

The same one that I have throughout the process. My iPad via safari. I am very tired of all this . Nothing gets done, I jypust get asked a lot of questions which when answered leads to more questions. There is a problem with my main Bt box as it enters the house. All my neighbours had the same problem but they have other suppliers who just arranged for a Open Reach to come and replace it!

What is so hard? I wish to make a complaint.

Re: Phone line down

Highlinder — Sat, 16 Mar 2024 18:47:11 GMT

@greenjanner Could you please try chrome, as for some reason the chat bubble does not show.