topic Re: Need to get my phone fixed and the only way to reach Sky is by phone in Talk

Need to get my phone fixed and the only way to reach Sky is by phone

MB123 — Sun, 03 Nov 2024 12:33:27 GMT

Hello, my home phone is not working at all. I have even tried to plug in another phone, but still nothing. I cannot make or receive calls, and just to make life difficult, Sky can only be contacted by phone. Can someone help me with an 0800 number or a chat facility (with a real person) or an email address to urgently get in contact with Sky. It's crazy that they make this SO difficult

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Daniel0210 — Sun, 03 Nov 2024 13:00:12 GMT

@MB123

There is no 0800 number and Sky don't use email for general communication or fault reporting. As you're asking about an 0800 number I presume you have a mobile so
you can call Sky free by dialling 150 from a Sky Mobile. Alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and a 0333 number is displayed.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated 0818 ROI number.
(The forum doesn’t allow us to type the numbers in full).

Re: Need to get my phone fixed and the only way to reach Sky is by phone

MB123 — Sun, 03 Nov 2024 13:28:37 GMT

I have a non-Sky mobile, so that doesn't particularly help, tbh

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Mark39 — Sun, 03 Nov 2024 13:32:44 GMT

@MB123 some background please. Does your phone have a dial tone? Is it a corded phone? Has your Sky landline phone worked ok up to now?

Re: Need to get my phone fixed and the only way to reach Sky is by phone

MB123 — Sun, 03 Nov 2024 13:35:45 GMT

Thank you. No dial tone at all, my phone is cordless. It has been working for several years (mainly to receive nuisance calls, ha ha), so this is new. I unplugged the double socket and plugged my phone in direct to the phone socket, but still no better.

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Mark39 — Sun, 03 Nov 2024 13:44:12 GMT

That's helpful. Does your wall socket have separate ports for broadband and phone, or just the one port?

If it's one, is your phone base station plugged in via a microfilter?

Do you have access to a corded phone to rule out a fault with your cordless setup?

(These are most likely checks Sky would ask you to carry out)

Can you try the simple connection test here, even if your broadband is working ok (they're delivered via the same cable)? Let us know the result.

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Need to get my phone fixed and the only way to reach Sky is by phone

MB123 — Sun, 03 Nov 2024 13:55:31 GMT

My answers below:

Does your wall socket have separate ports for broadband and phone, or just the one port? Separate ports

If it's one, is your phone base station plugged in via a microfilter? N/a

Do you have access to a corded phone to rule out a fault with your cordless setup? No. I had a cordless phone which I thought may be the problem, so I bought another new cordless one and am having the same issue. Would that change with a corded one?

Can you try the simple connection test here, even if your broadband is working ok (they're delivered via the same cable)? Let us know the result. Done, and everything seems to be working fine

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Mark39 — Sun, 03 Nov 2024 14:03:44 GMT

Perfect. As you'll have difficulty calling to report it, I'm guessing you'll be happy for us to ask Sky's messaging team to contact you here, so that you can report it via a private online chat.

I've alerted them so you should a blue/red chat 'bubble' towards the bottom of the page and receive an invitation to chat later this afternoon/evening. Just click on the bubble to initate the chat. 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: Need to get my phone fixed and the only way to reach Sky is by phone

MB123 — Sun, 03 Nov 2024 14:06:28 GMT

Thanks so much!

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Greenfingers001 — Sun, 03 Nov 2024 14:08:51 GMT

Thanks for escalating this. We’ve sent @MB123 an invite to chat.

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Mark39 — Sun, 03 Nov 2024 14:09:37 GMT

By the way, while you're waiting for Sky, have you thought about using the free Sky Talk Shield to stop unwanted calls?

https://www.sky.com/help/home/sky-talk/sky-talk-features/sky-talk-shield/articles/sky-talk-shield-getting-started

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Billlee1 — Fri, 10 Jan 2025 12:52:17 GMT

Having this same problem, and I thought it was just me, seems like it is pretty widespread, my landline has not worked for months, been away, but I am sure I am missing calls, hospital appointments and the like!!

Re: Need to get my phone fixed and the only way to reach Sky is by phone

Lisa-P1987 — Fri, 10 Jan 2025 12:56:14 GMT

Hi there Billlee1 , 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: Need to get my phone fixed and the only way to reach Sky is by phone

Billlee1 — Sat, 18 Jan 2025 15:50:47 GMT

Thank you. Still working on it!