topic Re: home phone in Talk

home phone

Janice+mc — Sat, 18 Jun 2022 13:35:50 GMT

Hi all, broadband working fine can't make or receive calls on my home phone do not have a mobile phone please help thankyou.

Re: home phone

GD1 — Sat, 18 Jun 2022 13:38:27 GMT

@Janice+mc What happens when you try this link https://www.sky.com/help/diagnostics/fix-problems-with-your-phone/check-your-phone-line

Re: home phone

Janice+mc — Sat, 18 Jun 2022 13:49:40 GMT

Tried everything on the help page nothing worked just said phone but cannot phone not working.

Re: home phone

Highlinder — Sat, 18 Jun 2022 13:57:31 GMT

@Janice+mc I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: home phone

Tom-W19 — Sat, 18 Jun 2022 14:19:38 GMT

Thanks for escalating. We've sent an invite to Janice+mc.

Re: home phone

Tom-W19 — Sun, 19 Jun 2022 13:15:26 GMT

After speaking with Janice+mc we accessed the account and ran a line test which detected a fault and we have arranged for Openreach to resolve this shortly.

It was a pleasure speaking with you Janice+mc and thanks again.

Re: home phone

Guenter0 — Fri, 10 Jan 2025 16:26:08 GMT

OPEN REACH came said I was getting no connection,said SKY would fix but they havnt, WHY ???

When my phone rings I can hear them but they cant hear me, no connection!

It is nearly 2 weeks now that I have NO SERVICE .

I have insurance with SKY FOR OVER 5YRS this is the first time claiming and its not my fault its SKYs fault ?????

I AM VERY DISAPPOINTED

Re: home phone

Daniel0210 — Fri, 10 Jan 2025 16:40:18 GMT

@Guenter0

Openreach are responsible for fixing external phone line faults not Sky. Not sure what you mean by insurance?

Fixing a fault within 2 WORKING days is the service level agreement between ISP’s and Openreach. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

Re: home phone

Mark39 — Fri, 10 Jan 2025 17:03:19 GMT

@Guenter0 why did Openreach come? Have you reported a fault to Sky? What is the fault? Has your landline with Sky been working OK up to a couple of weeks ago?

Re: home phone

TimmyBGood — Fri, 10 Jan 2025 18:55:11 GMT

@Guenter0 wrote:

I have insurance with SKY FOR OVER 5YRS this is the first time claiming and its not my fault its SKYs fault ?????

Sky Protect Device Insurance is for Sky television boxes and associated equipment.

It's never covered external faults with broadband or landline telephony.