topic Re: Landline not working in Talk

Landline not working

Fobury — Fri, 29 Mar 2024 16:11:19 GMT

No dialling tone on picking up the phone. Have followed recommended procedures to no effect.

When number called from mobile, phone did not ring although it sounded as though it was on the mobile. Then went to 1571.

Internet is working.

Re: Landline not working

caesarome — Fri, 29 Mar 2024 16:16:44 GMT

@Fobury

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 or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

Re: Landline not working

Addie15 — Fri, 29 Mar 2024 16:28:21 GMT

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

Re: Landline not working

Fobury — Sun, 31 Mar 2024 06:17:57 GMT

Still no connection 36 hours later

Re: Landline not working

Daniel0210 — Sun, 31 Mar 2024 06:46:38 GMT

@Fobury

You haven't said what the result of the chat invite was but if, as expected, Sky passed any fault to Openreach you need to be aware that Openreach don't work on individual domestic faults at a weekend.

Re: Landline not working

Fobury — Sun, 31 Mar 2024 06:52:55 GMT

Thank you. I have no idea where I am at. I think I have followed the online instructions correctly but who knows? What I do know, is do not choose Good Friday for a phone to go down. I am not expecting now to be dealt with until Tuesday ie 4 days.

Re: Landline not working

Daniel0210 — Sun, 31 Mar 2024 07:08:21 GMT

@Fobury

I don't know what working arrangements Openreach have for bank holidays but I suspect you're correct.

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 the fault is first reported 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 not working

Fobury — Sun, 31 Mar 2024 07:10:40 GMT

Many thanks for that. Much appreciated.

Re: Landline not working

Tom-W19 — Tue, 02 Apr 2024 08:10:44 GMT

Hi @Fobury

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Landline down

Fobury — Tue, 02 Apr 2024 10:02:06 GMT

No dialling tone on picking up the phone. Have followed recommended procedures to no effect.

When number called from mobile, phone did not ring although it sounded as though it was on the mobile. Then went to 1571.

Internet is working.

Re: Landline down

Mark39 — Tue, 02 Apr 2024 10:05:22 GMT

@Fobury you didn't complete the online chat that was arranged for you. Do you want us to alert Sky again?

Re: Landline down

Fobury — Tue, 02 Apr 2024 10:07:25 GMT

Thank you. Anything to get me connected again after 4 days

Re: Landline down

Mark39 — Tue, 02 Apr 2024 10:10:51 GMT

Ok, I've alerted Sky again. Once the chat is started you have 48 hours before it's automatically closed, so come back from time to time for updates until then.

Re: Landline down

Tom-W19 — Tue, 02 Apr 2024 10:14:30 GMT

Thanks for escalating. We've sent another invite to @Fobury.

Re: Landline not working

Mr+Flibbles+86 — Tue, 02 Apr 2024 10:35:46 GMT

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