topic Re: Landline not working in Talk

Landline not working

wendyl2308 — Sun, 24 Mar 2024 15:39:17 GMT

My landline isn't working but the internet is. The phone says check line and there is no dial tone. Any ideas?

Re: Landline not working

peter-marlow+1966 — Sun, 24 Mar 2024 15:48:33 GMT

If you can try plugging the phone in to the router then see if it works that way, are you on full fibre broadband, do you have an open reach socket that the phone and the router plug into, or do you have an optical network terminal that just has the router pluged into ?

Re: Landline not working

wendyl2308 — Sun, 24 Mar 2024 15:52:23 GMT

Nothing has changed but the landline has stopped working, it started a couple of weeks ago but I have been away and when I have returned the phone now says "check line".

Re: Landline not working

peter-marlow+1966 — Sun, 24 Mar 2024 15:57:46 GMT

OK just a thought

Re: Landline not working

caesarome — Sun, 24 Mar 2024 19:41:58 GMT

@wendyl2308

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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 tomorrow you will have 48 hours to respond or it will be automatically closed.
This isn't a live chat so replies are not instant.

Re: Landline not working

wendyl2308 — Mon, 25 Mar 2024 18:11:09 GMT

@caesarome I've still not heard anything?!

Re: Landline not working

Daniel0210 — Mon, 25 Mar 2024 18:20:00 GMT

@wendyl2308
I’ve escalated your post to Sky and the Messaging Team should contact you (more than likely tomorrow now).

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Landline not working

Addie15 — Tue, 26 Mar 2024 08:07:55 GMT

Hi there! Thank you for escalating this. We have sent an invite to @wendyl2308.

Re: Landline not working

wendyl2308 — Tue, 02 Apr 2024 14:44:29 GMT

I've had a message from Openreach (Tuesday 26 March) to say they are investigating the fault, a further message from Sky (Thursday 28 March) to say the fault is fixed but it isn't. There is still no dial tone, phones still say check line. Cannot dial out or in.

Still no working landline a month on from reporting

wendyl2308 — Tue, 23 Apr 2024 17:10:52 GMT

Our landline still isn't working over a month from reporting the issue. I was told there was a line issue and that had been fixed by Openreach but there is still no dial tone.

I have tried.... a new micro filter and a new phone, the line is just dead.

Is there another way of reporting this to actual Sky engineers rather than a "community" of non sky employees (no offence intended)

Re: Still no working landline a month on from reporting

Daniel0210 — Tue, 23 Apr 2024 17:20:03 GMT

@wendyl2308

Other than the Escalation process like last month you would need to call Sky perhaps via a mobile. Let us know if you want your issue escalated again.

Re: Landline not working

wendyl2308 — Tue, 23 Apr 2024 17:22:05 GMT

Yes please,

Thanks

Re: Landline not working

Daniel0210 — Tue, 23 Apr 2024 17:27:34 GMT

@wendyl2308

I’ve re-escalated your post to Sky and the Messaging Team should contact you later but more likely tomorrow.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

I've moved todays post into your original thread to give some idea of the history to this.

Re: Still no working landline a month on from reporting

Greenfingers001 — Wed, 24 Apr 2024 08:19:23 GMT

Thanks for escalating this. We’ve sent @wendyl2308 an invite to chat.

Re: Still no working landline a month on from reporting

wendyl2308 — Fri, 26 Apr 2024 11:08:35 GMT

@Greenfingers001 Just had a text from Sky saying the fault is fixed but the "check line" message is now back on the phones and still no dial tone?

Re: Still no working landline a month on from reporting

Daniel0210 — Fri, 26 Apr 2024 11:27:28 GMT

@wendyl2308 wrote:

@Greenfingers001 Just had a text from Sky saying the fault is fixed but the "check line" message is now back on the phones and still no dial tone?

@wendyl2308

If the chat invite is still live you need to respond to that.

Re: Still no working landline a month on from reporting

wendyl2308 — Fri, 26 Apr 2024 11:32:28 GMT

@Daniel0210 Unfortunately not, does that mean I have to start again?

Re: Still no working landline a month on from reporting

Daniel0210 — Fri, 26 Apr 2024 11:36:43 GMT

@wendyl2308

I have escalated this to Sky for a third time. The process is the same as before. Stress that you've been told twice it has been fixed but it apparently hasn't been.

Re: Still no working landline a month on from reporting

Addie15 — Fri, 26 Apr 2024 12:08:14 GMT

Hi there! Thank you for escalating this. We have sent an invite to @wendyl2308.