topic Re: Landline (not working) in Talk

Landline (not working)

LesleyFC4 — Sun, 29 Jun 2025 09:22:31 GMT

Like many others on here , we have had no landline since around the 30th May. It has now been 4 phone calls and we still have not had an engineer sent out to fix the fault. We have done all the check required followed all the links and still nothing. It's not an Internet calls phone either. My broadband and sky tc are absolutely fine (even tho when we do the service checker its all in red, nowt wrong tho) Been with Talk for maybe 3 years now as BT was so expensive, never had any problems until now. GP appointments been missed etc..

Re: Landline (not working)

Daniel0210 — Sun, 29 Jun 2025 09:27:59 GMT

@LesleyFC4

What have Sky said as to why Openreach aren't sending out an engineer?

Re: Landline (not working)

Mark39 — Sun, 29 Jun 2025 09:33:15 GMT

@LesleyFC4 if the Service Checker is showing an issue, it's most likely a wider, local issue affecting others in the neighbourhood, rather than a fault solely on your line.

A significant issue may take some time to out right, especially if it involves Openreach having to dig up roads or footpaths as local authority,permissions are required.

Re: Landline (not working)

LesleyFC4 — Sun, 29 Jun 2025 09:58:17 GMT

Each time a handler has said they cant complete the check ( we know that cos there is a fault) Think the last time they said anything engineer will check the line and that was a week a go and nothing still. Ive sent 2 complaints by email asking why an engineer hasn't been sent out and to call my father who has been chatting to them due to myself at not a home ( they've started calling him as his credit keep running out where they get him to hold) Still nothing. Ive sent another complaint today in reply to them just sending me round in circles .

Re: Landline (not working)

Demi37 — Sun, 29 Jun 2025 10:08:26 GMT

I have had no phone line for over 3 weeks. Maybe longer. As don't use that often.
Do you know what is going on

signed a unhappy customer

Re: Landline (not working)

LesleyFC4 — Sun, 29 Jun 2025 10:17:36 GMT

It's ridiculous isn't it. Im paying 17 quid for unlimited calls and we haven't even got access to the landline

Re: Landline (not working)

Daniel0210 — Sun, 29 Jun 2025 10:19:18 GMT

@LesleyFC4

Which will be sorted by auto compensation.

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

This 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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

Re: Landline (not working)

LesleyFC4 — Sun, 29 Jun 2025 10:35:43 GMT

Many thanks for this information, just to clarify does the fault need to be fixed before they auto compensate or should it be paid once we know there is a fault. There is nothing on my next bill saying any refund? Thanks in advance if you can answer this ☺️

Re: Landline (not working)

Daniel0210 — Sun, 29 Jun 2025 10:37:50 GMT

@LesleyFC4 wrote:

does the fault need to be fixed before they auto compensate or should it be paid once we know there is a fault. There is nothing on my next bill saying any refund?

@LesleyFC4

The auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.

Re: Landline (not working)

LesleyFC4 — Sun, 29 Jun 2025 10:55:16 GMT

How do I ensure an engineer is going to be sent out. The handler said to my father an engineer will look into remotely and that was over a week ago. We're no futher ahead and now. When he asked how long it would take and how will we be update , she said she didn't know?? This is such poor poor service. Never had any problems with help from Sky on their services before and been with them absolutely years

Re: Landline (not working)

Daniel0210 — Sun, 29 Jun 2025 11:05:49 GMT

@LesleyFC4

Sky can only update you with information passed from Openreach (something OR aren't very good at). The onus is on you to periodically contact Sky to see what progress (if any) OR have made.

Re: Landline (not working)

LesleyFC4 — Sun, 29 Jun 2025 11:18:50 GMT

Yes absolutely doing this, have recorded it. Thanks so much for all your help and tips etc

Re: Landline (not working)

LesleyFC4 — Thu, 03 Jul 2025 10:39:39 GMT

Still no landline, ive emailed constantly and opened a new case as they've said its closed but when I opened a new case they say its closed as the original one is still open. Ive no record on my account apart from saying the case is closed. I have all my emails and obviously and when weve phoned them.

Do they not care about people with landlines anymore.

Do I actually need a landline for Sky Broadband and Sky TV? Im only paying for unlimited calls (sorry if these sounds a silly question

Re: Landline (not working)

Daniel0210 — Thu, 03 Jul 2025 10:52:24 GMT

@LesleyFC4

Who are you emailing constantly? Sky don't use email for general communication or fault reporting. Do you mean a complaint?

@LesleyFC4 wrote:

Do I actually need a landline for Sky Broadband and Sky TV? Im only paying for unlimited calls (sorry if these sounds a silly question

Only you can determine in the landline is beneficial to you based on how much you use it for the £17 you're paying for Sky Talk Anytime Extra.

Sky Talk itself is bundled together with Sky Broadband. You can't cancel the Talk side of things without cancelling Broadband as well. If you don't think the tariff you're currently on is right for you make sure you're on the Sky Pay As You Talk tariff (call Sky if you're not). That way if you make no calls there are no Sky Talk charges.

Re: Landline (not working)

LesleyFC4 — Thu, 03 Jul 2025 10:57:17 GMT

Yes many thanks, yes its the complaints procedure ive been going through.

With regards to the sky talk anytime, possibly cancel thst and ask for the tariff you've mentioned where we would pay nothing. Wenhave no landline so no calls are being made 🤣 so makes no difference at the moment

Re: Landline (not working)

Daniel0210 — Thu, 03 Jul 2025 11:01:43 GMT

@LesleyFC4

Remember that with Pay As You Talk all calls you do make in the future will be chargeable except freephone numbers and calls to Sky Customer Services obviously.

Re: Landline (not working)

Mark39 — Thu, 03 Jul 2025 12:21:20 GMT

@LesleyFC4 wrote:

How do I ensure an engineer is going to be sent out. The handler said to my father an engineer will look into remotely and that was over a week ago. We're no futher ahead and now. When he asked how long it would take and how will we be update , she said she didn't know?? This is such poor poor service. Never had any problems with help from Sky on their services before and been with them absolutely years

It's possible that the fault on your line may be part of a wider fault within the area, under investigation by Openreach. If so, there may not be a need for an engineer to investigate your fault specifically. It might also explain why your complaints are simply being closed - there being no action required on your line.

The Service Checker might shed some light on it: https://www.sky.com/help/articles/check-your-services

No Landline For 3 Months And Still No Help From Sky

LesleyFC4 — Wed, 13 Aug 2025 19:26:26 GMT

We are now without a landine since late May. After numerous calls and going round and round in circles we insisted an Open Reach engineer be sent out ans this is now a month ago. We have had no follow up calls to say if they've been sent out or an update on the situation. I

I'm paying £17 a month for unlimited calls. Im now going to cancel this to i think it's like a pay as you go as this is ridiculous. Who do I call to make this change and does it affect any reimbursement im entitled to should they ever fix the line ( which they don't seem bothered about) This is the 1st time in all the years ive had a problem since being with Sky they've always been very helpful., but Sky Talk absolutely awful

Re: No Landline For 3 Months And Still No Help From Sky

Daniel0210 — Wed, 13 Aug 2025 19:44:05 GMT

@LesleyFC4

You'll need to contact Sky to request a change to your chosen tariff. It shouldn't affect any auto compensation.

These are the current methods for contacting Sky. Depending on your reason for making contact some methods are more appropriate than others …

🔹call Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔹online help via this link
https://www.sky.com/help
At the end of the help it MAY provide a phone number if it's appropriate in a section called ‘Need more help’.

🔹 Sky Assistant is now available at the top of sky.com/help for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔹Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Re: Landline (not working)

LesleyFC4 — Wed, 13 Aug 2025 19:53:03 GMT

Obviously can't call from a sky landline as it's not working, so have to call from my mobile. What's the phone number to change the tariff, is it Sky Talk i need to calll.