topic Re: Landline not working in Talk

Landline not working

Susiejay99 — Thu, 28 Nov 2024 16:24:16 GMT

New customer here, Sky was activated on the 5th Nov, all ok to a point with the broadband however our phone does not work, I have made 6 calls to customer services but it still does not work and i keep getting fobbed off, we have had an engineer out who checked the set up, we have a white hub, the phone line does go into the hub as required. I have been told it is a openreach issue? Customer services can not give me any date of when this will be sorted, we need a booster box for one room but we can not have that until the phone works so our sky in that room freezes and and pixulates all the time, the last customer services chap told me to go on Amazon to buy a booster as there is no time of when this will be sorted! We are not getting the service we signed up, or pay for, what can i do to escalate this?

Re: Landline not working

Chloe142 — Fri, 29 Nov 2024 08:34:31 GMT

Good luck with that, I know exactly how you feel, I have had no landline for 8 weeks, rang Sky many times and just like you just getting fobbed off, apparently Sky are having issues with the Sky white max hub when the phone is plugged into the back of the hub. It's so frustrating why they release Tech there having problems with, they still don't know why my landline is not working

Re: Landline not working

Mark39 — Fri, 29 Nov 2024 09:53:49 GMT

@Susiejay99 we've seen a number of reports here of delayed activation of the Talk service when using the Max Hub. Most have been resolved within 2 to 3 weeks, so it looks as though you're particularly unlucky.

You could submit a formal complaint to Sky but it sounds from your post that the correct team are managing this for you, so I'm doubtful that a complaint will resolve it any more quickly, I'm afraid.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Landline not working

Susiejay99 — Tue, 03 Dec 2024 10:43:28 GMT

Thank you for your help.

I made a complaint as advised and amazingly after a lengthy converstaion we now have a woking landline, it was an openreach issue, the advisor admitted there is an issue with the white hubs and connection the phone.

Re: Landline not working

MarkGoldsmith — Tue, 03 Dec 2024 11:47:14 GMT

@Susiejay99 wrote:
Thank you for your help.
I made a complaint as advised and amazingly after a lengthy converstaion we now have a woking landline, it was an openreach issue, the advisor admitted there is an issue with the white hubs and connection the phone.

I had a similar issue, and saw an Openreach engineer working at the cabinet earlier this morning and low and behold within 10 minutes of them leaving I got a message from Sky saying that the issue looked to be resolved.

Re: Landline not working

Chloe142 — Tue, 03 Dec 2024 12:07:18 GMT

So glad you have now got your landline working, was it a network issue with open reach or your home setup, still no landline for me though 8 weeks and 4 days still no landline

Re: Landline not working

Lisa-P1987 — Tue, 03 Dec 2024 12:11:29 GMT

Hi there Chloe142 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Landline not working

Tom-W19 — Thu, 05 Dec 2024 14:17:45 GMT

Hi @Chloe142

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.