topic Re: Check Phone line - steps not working in Talk

Check Phone line - steps not working

SiobhanAyres — Tue, 27 Aug 2024 13:51:17 GMT

Hi folks Switched to Sky last Thursday. Everything else working apart from phone line. Have tried all steps suggested online. Help me please! Cheers S

Re: Check Phone line - steps not working

Mark39 — Tue, 27 Aug 2024 13:52:28 GMT

Is your phone plugged into your broadband Hub? If it has a Voice LED on the front panel, is it lit? Which colour?

Re: Check Phone line - steps not working

SiobhanAyres — Tue, 27 Aug 2024 14:12:25 GMT

Hi Mark

Thanks for responding so quickly. Yes - plugged into hub. No light showing on voice at all.

Re: Check Phone line - steps not working

Mark39 — Tue, 27 Aug 2024 14:18:05 GMT

If you haven't restarted your Hub today, give it a try. If the Voice light remains unlit (let us know), I'd suggest reporting it to Sky. We can ask Sky's messaging team to contact you here so that you can do that via a private online chat, if you wish?

Re: Check Phone line - steps not working

SiobhanAyres — Tue, 27 Aug 2024 14:20:05 GMT

Hiya, yes I've turned it off & on again a couple of times. Changed cables to new ones supplied just in case. Still no joy. Please could you escalate if you don't mind?

Re: Check Phone line - steps not working

Mark39 — Tue, 27 Aug 2024 14:22:22 GMT

By all means. I've alerted Sky 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. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Check Phone line - steps not working

SiobhanAyres — Tue, 27 Aug 2024 14:46:43 GMT

Brillo! Thank you

Re: Check Phone line - steps not working

Greenfingers001 — Tue, 27 Aug 2024 16:21:50 GMT

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

Re: Check Phone line - steps not working

SiobhanAyres — Thu, 29 Aug 2024 08:50:29 GMT

Folks, query was escalated. Passed to appropriate team. Confirmed details & no response for 2 days. Please can we reactivate my query?

Re: Check Phone line - steps not working

Mark39 — Thu, 29 Aug 2024 08:58:51 GMT

The chat window should still be open?

Re: Check Phone line - steps not working

SiobhanAyres — Thu, 29 Aug 2024 09:02:23 GMT

Hey Mark, thanks for responding. Yes it is. But they haven't interacted since I was transferred to Irish team & I confirmed my details. I've messaged a few times & no joy. I live in rural area so landline is essential for me. Anyways thanks for trying to help.

Re: Check Phone line - steps not working

Mark39 — Thu, 29 Aug 2024 09:15:59 GMT

We can re-escalate when the chat window closes this afternoon, if you haven't heard back from the Sky Ireland team by then.

Re: Check Phone line - steps not working

SiobhanAyres — Thu, 29 Aug 2024 09:16:52 GMT

Thanks Mark.

Re: Check Phone line - steps not working

SiobhanAyres — Mon, 02 Sep 2024 09:54:03 GMT

Hi folks,

My issue with phone has not been resolved & chat box has disappeared

Re: Check Phone line - steps not working

SiobhanAyres — Mon, 02 Sep 2024 09:54:40 GMT

Hi folks

Issue not resolved & chat box has disappeared

Re: Check Phone line - steps not working

SiobhanAyres — Mon, 02 Sep 2024 10:00:29 GMT

Hi Mark

We were making headway & now customer chat bubble has disappeared entirely. Please could you re escalate as issue still not resolved.

Thank you

Re: Check Phone line - steps not working

Mark39 — Mon, 02 Sep 2024 10:17:12 GMT

Hi, @SiobhanAyres yep, re-escalated. Look out for the chat bubble, as before.

Re: Check Phone line - steps not working

SiobhanAyres — Mon, 02 Sep 2024 11:15:36 GMT

Thanks Mark!

Re: Check Phone line - steps not working

SiobhanAyres — Mon, 02 Sep 2024 16:45:54 GMT

Jaysis they are working on my very last nerve. I ended up getting a message to phone them. Then told their system is glitching so no landlines can be resolved & they'll call me in 3-5 days. I eventually after much back & forth said put me thru to cancellation. Was on hold for an hour to be cut off with message that the office is closed. No one has time for such poor service.