topic Re: Check phone line message in Talk

Check phone line message

Kacy — Sun, 17 Nov 2024 12:25:43 GMT

Check phone line message is showing on my phone handset. I have followed the instructions shown on previous chats but it has not resolved the issue. The voice light is not lit on the broadband box.

Re: Check phone line message

Mark39 — Sun, 17 Nov 2024 13:23:58 GMT

@Kacy are you new to Sky broadband/phone or recently upgraded? If so when was your activation date?

Re: Check phone line message

Kacy — Sun, 17 Nov 2024 13:29:00 GMT

I haven't changed my talk and broadband package for over 18 months (another job I need to stop putting off)!

Re: Check phone line message

Mark39 — Sun, 17 Nov 2024 13:42:51 GMT

Do you have internet calls, that is, is your phone plugged into your broadband Hub?

Re: Check phone line message

Kacy — Sun, 17 Nov 2024 13:49:32 GMT

No, we don't have internet calls; the phone is plugged directly into the openreach master socket with the sky broadband having it's own plug in the socket. Have tried unplugging the cables and restarting the hub but this hasn't worked either.

Re: Check phone line message

Mark39 — Sun, 17 Nov 2024 13:57:47 GMT

Ok, first try the simple connection test here, even if your broadband is working ok. If it detects a fault you may be able to book an engineer there and then. Let us know the result.

If not, it's best to report it to Sky. We can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish?

Re: Check phone line message

Kacy — Sun, 17 Nov 2024 14:11:26 GMT

I have just completed the broadband service checker through the MySky App and it says there are no issues. I would be grateful if this could be escalated to Sky via the private message option.

Re: Check phone line message

Mark39 — Sun, 17 Nov 2024 14:24:25 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: Check phone line message

Lisa-P1987 — Sun, 17 Nov 2024 14:26:38 GMT

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

Re: Check phone line message

Kacy — Sun, 17 Nov 2024 15:09:44 GMT

@Mark39 Thank you for your help. Sky have contacted me and an Openreach engineer appointment has been booked.