topic Re: Can’t receive calls - check line cord message on landline phone in Talk

Can’t receive calls - check line cord message on landline phone

Murdoch1935 — Thu, 13 Mar 2025 09:51:10 GMT

I am not able to receive calls to my landline. There is a message on my phone saying "check line cord". I have unplugged and plugged back in cords etc.

I am worried as I have a '"help call'" and I am elderly and vulnerable . I'm not sure if it works if the landline is down? I know there are problems in my rural area with lines all the time and open reach are always around fixing things. My daughter who lives nearby just had problems which have now been resolved but have been on and off for 4-5 months now.

I need open reach to investigate and look at this problem. There does not appear to be an easy way to report a faulty landline on the Sky websites which is very frustrating!! My daughter was able to easily contact her provider Plus Net online, check her landline and get the issues reported to Open reach.

If someone can help point me in the right direction I would very much appreciate it.

Thank you.

Re: Can’t receive calls - check line cord message on landline phone

Mark39 — Thu, 13 Mar 2025 09:56:25 GMT

@Murdoch1935 I'm guessing you can't make calls either. Are you new to Sky broadband/landline? Or recently upgraded your broadband package? Or has your landline with Sky been working OK up to now?

Try the connection test here first, even if your broadband is working ok: https://www.sky.com/help/articles/broadband-diagnostic-start

Let us know the result, and the answers to the above and we'll try to help further.

Re: Can’t receive calls - check line cord message on landline phone

Murdoch1935 — Fri, 14 Mar 2025 08:32:25 GMT

Hello

Thanks for your reply. It is just my landline that is not working. I live in a very rural area and the phone lines have always been problematic
when we get a lot of heavy rain.

All I need is to be able to get Sky to report my problem to open reach and they will look at the issue and fix it. My daughter who lives beside me has just had the same issues and Plusnet who is her provider immediately reported it to Open reach and they have fixed it.

If I can get to the correct department who can escalate this to get an OR engineer to assist then that will fix my problems.

Thank you.

Re: Can’t receive calls - check line cord message on landline phone

Mark39 — Fri, 14 Mar 2025 09:06:21 GMT

Try the connection test, as I posted previously. Let us know the result. If it detects a fault you'll be able to book an engineer there and then. If it doesn't, we can arrange some further help.

Re: Can’t receive calls - check line cord message on landline phone

Murdoch1935 — Fri, 14 Mar 2025 09:12:11 GMT

Hello

I have done this.

All I need is to report an issue to OR. I know 100% this is the problem.
The landline is dead. No,dial tone.

my daughter has done all the tests. Unplugging etc. We know where the problem is. We also know the OR engineer personally by name because he is constantly here working on our lines. Can I please get an engineer arranged. Who do I need to speak to. Is there a link to report a line fault?

Many thanks

Re: Can’t receive calls - check line cord message on landline phone

Daniel0210 — Fri, 14 Mar 2025 10:27:09 GMT

@Murdoch1935 wrote:

I am worried as I have a '"help call'" and I am elderly and vulnerable . I'm not sure if it works if the landline is down?

@Murdoch1935

Did the link provided earlier not give you the opportunity to arrange an engineer?

It may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

Re: Can’t receive calls - check line cord message on landline phone

Mark39 — Fri, 14 Mar 2025 10:28:17 GMT

@Murdoch1935 You can either call, if you have the means, or if you wish we can ask Sky's messaging team to contact you here so that you can report it via a private online chat. There's no way to report it online

Re: Can’t receive calls - check line cord message on landline phone

Murdoch1935 — Fri, 14 Mar 2025 13:46:49 GMT

Hello again

I dont know how to get on Sky chat? The link you sent was for checking my broadband services can you send me a link to chat. I only get the Bot thing and it does not help me. Im sorry I sound a bit stupid but I cant negotiate this techy stuff, I am 85! What number could I call. I really am completley lost. My daughter would ususally help me out but she is away so I am trying to do.it for myself..unsuccessfully!

I want to report my landline that is dead.

Thank you again.

Re: Can’t receive calls - check line cord message on landline phone

Daniel0210 — Fri, 14 Mar 2025 13:49:55 GMT

@Murdoch1935

Have you registered with the Accessibility Team as suggested above?

Re: Can’t receive calls - check line cord message on landline phone

Mark39 — Fri, 14 Mar 2025 13:56:56 GMT

@Mark39 wrote:

@Murdoch1935 You can either call, if you have the means, or if you wish we can ask Sky's messaging team to contact you here so that you can report it via a private online chat. There's no way to report it online

@Murdoch1935 you didn't respond to my previous post.

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.

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: Can’t receive calls - check line cord message on landline phone

Murdoch1935 — Fri, 14 Mar 2025 14:11:10 GMT

Thank you. I might be registered my daughter deals with this for me usually.

I just dont know why its so difficult to report a landline problem that can only be fixed by OR! I know you said it cant be reorted online the mind boggles!

Hopefully someone will get in touch. Im guessing the blue bubble is an actual.human and not the Bot is it?

Thank you again for your quick replies.

Re: Can’t receive calls - check line cord message on landline phone

Mark39 — Fri, 14 Mar 2025 14:12:46 GMT

Yes, you'll be relieved to know the chat will be with a human!

Re: Can’t receive calls - check line cord message on landline phone

Murdoch1935 — Fri, 14 Mar 2025 14:13:59 GMT

hahah thank you. I liked the old days. 3 channels and you.got of your chair to turn the channels.

Re: Can’t receive calls - check line cord message on landline phone

Mark39 — Fri, 14 Mar 2025 14:23:40 GMT

@Murdoch1935 wrote:

hahah thank you. I liked the old days. 3 channels and you.got of your chair to turn the channels.

They're very old days - I can just about remember black and white too, on very poor definition 405 lines.

Re: Can’t receive calls - check line cord message on landline phone

Tom-W19 — Fri, 14 Mar 2025 14:27:49 GMT

Thanks for escalating. We've sent an invite to @Murdoch1935.

Re: Can’t receive calls - check line cord message on landline phone

BillyD1 — Thu, 14 Aug 2025 18:41:10 GMT

Hi my Mum is having the same issue. She is very elderly and her risk of fall is high. She relies on the telephone line for her emergency pendent in case of a fall. The telephone line has been down for 5 days and the problem is outside the property. Sky have done nothing and are doing nothing - just broken promises. This is a risk to injury and life situation. Not sure what else to do. BT said it's shocking but they can't do anything until they hear directly from Sky. It shouldn't matter but to add insult to injury she has been a Sky customer for OVER forty years.

Re: Can’t receive calls - check line cord message on landline phone

Daniel0210 — Thu, 14 Aug 2025 18:45:14 GMT

@BillyD1

Sky pass it to Openreach to investigate and fix (not BT). Are you saying Sky haven't passed the fault to Openreach?

Re: Can’t receive calls - check line cord message on landline phone

BillyD1 — Thu, 14 Aug 2025 19:38:57 GMT

They passed it onto opeanreach Tuesday and said Thursday (today) 8-13.00 they would be out. They never showed up.

2 hours on the phone this afternoon to sky call centre based in South Africa they said the manager would call me in 30 minutes. They never.

back on the phone again this time it was an Indian call centre, the guy was brilliant! He said I have a process I will start that puts you through to the emergency welfare team. He did that and within 5 minutes of that call ending sky welfare team were on the phone to me with an engineer arriving in the morning.
5 days without telecare cover 2.5 hours of calls and one guy in India had it fixed in ten minutes