topic Re: Can’t make calls in Talk

Can’t make calls

pauline2209 — Fri, 06 Jun 2025 17:11:50 GMT

My elderly parents have been unable to make outgoing calls since they got full fibre installed. I have tried to contact sky through different forums and found it extremely unhelpful to speak to someone. It has been a few months since they have had access to a landline to call out. As a family it's a concern in case of an emergency they are unable to contact anyone.

Re: Can’t make calls

Mark39 — Fri, 06 Jun 2025 17:41:00 GMT

I take it that it was a few months ago that they had fibre installed.

Is their phone plugged into their broadband Hub? It won't work from a wall socket.

Re: Can’t make calls

pauline2209 — Fri, 06 Jun 2025 17:54:33 GMT

Yes fibre has been installed a few months ago. Their phone is plugged into their hub

Re: Can’t make calls

Mark39 — Fri, 06 Jun 2025 18:53:39 GMT

OK, is the account in your name, or your parents'? If it's in your name, do you have their telephone password (if they've set one up) or power of attorney etc. to enable you to speak to Sky on their behalf?

Re: Can’t make calls

pauline2209 — Fri, 06 Jun 2025 19:13:34 GMT

The account is in my parents name. I'm just trying to get it fixed for them

Re: Can’t make calls

Mark39 — Fri, 06 Jun 2025 20:35:42 GMT

Your parents could try turning off the ONT and the Hub for an hour to see if that resolves it.

Unfortunately I don't think Sky customer services will be able to speak to you on your parents' behalf, if that doesn't fix it. That's not Sky being difficult, but is a consequence of data protection legislation. A way around it, if it's possible, would be for the accountholder to call, and go through ID checks, and then handover the call to you.

We could ask the forum's messaging team. to contact you here, if you wish, but I expect the same limitation will apply to them as for customer services.

Re: Can’t make calls

pauline2209 — Tue, 10 Jun 2025 06:41:47 GMT

When I was in my parent house on Friday I tried to locate a number in order for me to speak to a human doe this matter and for my parent to go through the security questions then give me permission to speak on their behalf. I could only find online support and turned to here for help. If you could request for one of the forums messaging team to contact me about this issue. Thank you for your help with this

Re: Can’t make calls

Mark39 — Tue, 10 Jun 2025 08:25:18 GMT

@pauline2209 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 ofmhow it works see: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If the messaging team are unable to help, you can find the number to call, via the 'need more help' link towards the bottom of the page here: https://www.sky.com/help/home

Re: Can’t make calls

Tom-W19 — Tue, 10 Jun 2025 08:42:20 GMT

Thanks for escalating. We've sent an invite to @pauline2209.

Re: Can’t make calls

pauline2209 — Tue, 10 Jun 2025 17:45:08 GMT

Thank you for your help. They have been in touch