topic Re: No Sky talk. Landline dead but Broadband works in Talk

No Sky talk. Landline dead but Broadband works

Johnda1 — Tue, 03 Sep 2024 19:07:30 GMT

Hi, is anyone having these problems in Folkestone, Kent? No Sky talk. Landline is dead but Broadband works. We cannot dial out or receive landline calls. We have not changed anything at our end... this just happened

Many thanks in advance for a quick reply

Re: No Sky talk. Landline dead but Broadband works

GD1 — Wed, 04 Sep 2024 00:35:49 GMT

@Johnda1 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: No Sky talk. Landline dead but Broadband works

Mr+Flibbles+86 — Wed, 04 Sep 2024 07:45:53 GMT

Thanks for escalating this. We’ve sent an invite to @Johnda1 to chat.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Wed, 04 Sep 2024 15:16:40 GMT

I can't return to the chat we were in. How do I get it back?

Re: No Sky talk. Landline dead but Broadband works

caesarome — Wed, 04 Sep 2024 15:41:59 GMT

It was only sent to you at 8.45 this morning so should still be available to you via the bubble at the bottom of this page ?

Re: No Sky talk. Landline dead but Broadband works

Mark39 — Wed, 04 Sep 2024 15:48:37 GMT

@Johnda1 try logging out of the forum and logging in again.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Wed, 04 Sep 2024 16:45:24 GMT

done but didn't change anything. I still can't get back into the chat where we went through all the security questions, line tests, uploaded photo and even a reference number ... but nothing seems to have happened and Open Reach has not logged it... getting desperate!

Re: No Sky talk. Landline dead but Broadband works

Lisa-P1987 — Wed, 04 Sep 2024 16:51:01 GMT

Hi there, the reason you cannot get back on the chat is because it was closed.

We discussed the issue being a fault Openreach needed to attend and advised of the timeframes. The chat came to a natural conclusion and we said our goodbyes.

If you need anything further, a new escalation will need to be sent to us as we cannot open already closed chats.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Wed, 04 Sep 2024 17:06:07 GMT

Hi Liza

Apparently Open Reach have no record of this fault bing logged. They told me to get back to you. I am going round in circles and... frankly getting rather desperate. Please help... many thanks in advance. John

Re: No Sky talk. Landline dead but Broadband works

Lisa-P1987 — Wed, 04 Sep 2024 17:16:40 GMT

You don't need to register the fault with Openreach as well. Once we have raised the fault, the usual turn around is 3-5 working days for external faults. Which was confirmed on your chat with us.

So you don't need to do anything further now.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Wed, 04 Sep 2024 17:38:30 GMT

I didn't "register" anything... but they told me that no fault had been logged for my address and there were no faults in the neighbourhood. They told me to get back to you. Are you sure that you registered the fault?

Regards

John

Re: No Sky talk. Landline dead but Broadband works

GD1 — Wed, 04 Sep 2024 18:14:57 GMT

@Johnda1 If the fault has been raised with Sky it can take overnight for Openreach to be updated, there is nothing you can do to speed this up, contacting Openreach is pointless as you're not their customer, Sky is.

Once the info has been passed to Openreach they have a SLA of 2 working days to resolve, however it depends on how complex the issue is.

There is little to be gained by badgering Sky staff when a fault has only just been raised today, you'll need to show some patience with this. If the CM team have said the fault has been raised, then it has been raised.

Re: No Sky talk. Landline dead but Broadband works

Mark39 — Wed, 04 Sep 2024 18:50:05 GMT

@Johnda1 bottom line is it's in hand. Next will be Openreach's attendance. They may not come to your home, depending on where the fault is. It will either be fixed on first attendance (often it is), or if not they'll hopefully update Sky on the next steps.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Thu, 05 Sep 2024 12:22:20 GMT

We shall see.... Thanks anyway.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Thu, 05 Sep 2024 15:36:54 GMT

Any news? Our broadband has been intermittent today. There is still no sign of a working phone connection. Please keep us informed of what is going on. Many thanks

John

Re: No Sky talk. Landline dead but Broadband works

Mark39 — Thu, 05 Sep 2024 15:47:15 GMT

@Johnda1 wrote:

Any news? Our broadband has been intermittent today. There is still no sign of a working phone connection. Please keep us informed of what is going on. Many thanks

John

Openreach probably haven't attended yet. Earliest is likely to be tomorrow,, or latest mid next week.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Thu, 05 Sep 2024 16:56:07 GMT

Someone is intervening. Our broadband is hardly ever intermittent like today. It would s that the broadband is being tested. But it is the phone connection that needs attention. Is there any way of knowing what is going on? It is a huge handicap at the moment not to have a land line -- when someone dials our number they think it is working because it appears to ring. But it does NOT ring here! Has any told Open Reach about this?

Kind regards

John

Re: No Sky talk. Landline dead but Broadband works

GD1 — Thu, 05 Sep 2024 22:27:17 GMT

@Johnda1 With respect you need to allow the fault to be fixed, no one here will know what Openreach will be doing when they find the fault.

No one can tell you anything more than you've been told.

Fault has been logged and you'll be updated when it's fixed, not before.

You don't need to micro manage the issue, it serves no useful purpose other than being annoying.

Re: No Sky talk. Landline dead but Broadband works

Mark39 — Fri, 06 Sep 2024 07:08:47 GMT

Bear in mind also @Johnda1 that phone and broadband services are delivered via the same cable so work to resolve one service may affect the other.

Re: No Sky talk. Landline dead but Broadband works

Johnda1 — Fri, 06 Sep 2024 08:53:37 GMT

@GDI I'm sorry that you call a 79 year old customer who is in trouble "annoying" and "badgering"!

I had expected a proper Sky technical service. I pay £75 a month for ONLY "Talk and broadband". We have been with Sky for 13 years. Very very disappointed now.

So concretely, how can I tell Open Reach what the symptoms are... in particular that a person calling us actually hears a normal ring tone, but our phone does not ring? Also, I really NEED this line... and need to be properly informed of what is being done.

Please pass this message to a Sky person

Thank you