topic How do I know if my service fault is being looked at / has been logged? in Talk

How do I know if my service fault is being looked at / has been logged?

JimmyDisco — Thu, 02 Oct 2025 10:55:47 GMT

Today I discovered that our landline is no longer making or receiving calls. I've gone through all of the relevant troubleshooting steps, uploaded photos and completed the form.

About 5 minutes later I got a text saying my online form had been closed as I already have an open case??? So I have submitted it again.

I have received no emails, message or any sort of reference number from Sky for my fault so I have no idea if this has been logged, deleted, is being looked at, or has just disappeared into a customer service black hole.

Is there some way I can check on the status of this?

Thanks!

Re: How do I know if my service fault is being looked at / has been logged?

Daniel0210 — Thu, 02 Oct 2025 11:01:26 GMT

@JimmyDisco

Unless you have other means to call then you could contact Sky via Sky Assistant or via social media.

These are the current methods for contacting Sky (and depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

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.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should 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).

🟫Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

Re: How do I know if my service fault is being looked at / has been logged?

JimmyDisco — Thu, 02 Oct 2025 11:05:51 GMT

Hi Daniel

Thanks for the reply but what I really wanted to know is how can I check that my fault has been logged?

Every other broadband provider I have been with has sent me an email with a reference number when I report a fault.

The only thing Sky have sent me is a text message saying they have closed my case.

Thanks!

Re: How do I know if my service fault is being looked at / has been logged?

Daniel0210 — Thu, 02 Oct 2025 11:34:21 GMT

@JimmyDisco

I'm not aware of Sky sending such emails. As stated give Sky a call.