topic Re: Phone line not working in Talk

Phone line not working

peterwking — Sun, 20 Oct 2024 09:04:15 GMT

Hi, our phone line has been dead for a few days. Online service checker says there is a problem with the broadband and that the 'speed to the hub is poor 'and there 'are errors on the line'.

I've tried all the guidance on the website, including testing the master socket and checking wires and connections, but nothing has helped.

My daughter posted yesterday and the problem was escalated to Sky, but we can't remember the verbal password needed for the verification which is required for additional users' chats - and can't phone as we have no phone line (we're in a rural area and mobile signal is patchy).

Is someone able to escalate this please so I can get in touch and be sent a alternative verification options?

Re: Phone line not working

caesarome — Sun, 20 Oct 2024 09:24:10 GMT

@peterwking wrote:

Is someone able to escalate this please so I can get in touch and be sent a alternative verification options?

If you/your daughter can not remember the password then it can't be escalated as you would be unable to start the conversation.

Does the online checker not allow and engineer to be booked after carrying out anything it suggests ?

Re: Phone line not working

peterwking — Sun, 20 Oct 2024 10:09:00 GMT

Hi @caesarome, thanks for replying

Unfortunately not - the last step on the online checker is the phone number for Sky, there is no option to book an engineer.

The representative on the chat with my daughter said I could either call and reset the verbal password before continuing with her chat or I could set up my own profile and be escalated for a chat that way (screenshot attached).

Because my daughter is an additional user on the account and not the account holder, they can't offer alternative verification like they can with the account holder.

Re: Phone line not working

peterwking — Sun, 20 Oct 2024 10:09:28 GMT

Re: Phone line not working

Mark39 — Sun, 20 Oct 2024 12:36:06 GMT

OK, 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: Phone line not working

Lisa-P1987 — Sun, 20 Oct 2024 12:41:05 GMT

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

Re: Phone line not working

peterwking — Sun, 20 Oct 2024 13:50:29 GMT

Thanks @Mark39, that's great 👍

Re: Phone line not working

peterwking — Sun, 20 Oct 2024 13:51:27 GMT

Thanks for your help @Lisa-P1987, that's great 🙂