topic Re: Cannot receive calls on landline in Talk

Cannot receive calls on landline

Mozalini — Wed, 15 Oct 2025 19:37:51 GMT

I've been through everything, even buying a new phone. Spoke to the 'bot' thing and it can't take me any further. Apparently no fault on the line. How can I get this sorted? Really at my wits end now.

Re: Cannot receive calls on landline

Mark39 — Wed, 15 Oct 2025 19:48:10 GMT

Are you new to Sky broadband/landline? Or has your landline with Sky been working ok up to now?

Re: Cannot receive calls on landline

Mozalini — Wed, 15 Oct 2025 19:53:36 GMT

It's been working fine, we've been with sky for years. Just all of a sudden it's stopped receiving calls

Re: Cannot receive calls on landline

Mark39 — Wed, 15 Oct 2025 19:58:35 GMT

Work through Sky's help here. If you click on 'still need help' at the end, you should be asked to complete a form to report it. Or you could call, if you have alternative means.

https://www.sky.com/help/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-standard-cant-get-calls

Re: Cannot receive calls on landline

Mozalini — Wed, 15 Oct 2025 20:01:57 GMT

I did that the other day and it said it couldn't progress with my complaint as there was already an open case. Which there isn't as I haven't called them for years.

Re: Cannot receive calls on landline

Mark39 — Wed, 15 Oct 2025 20:46:20 GMT

Completing the form doesn't involve the bot you mentioned previously. The alternative is to call.

Re: Cannot receive calls on landline

Mozalini — Thu, 16 Oct 2025 07:03:25 GMT

Hi, it's Sky. We have closed your online form as you already have an open case with us. For any further information, please call....

Re: Cannot receive calls on landline

Daniel0210 — Thu, 16 Oct 2025 07:06:08 GMT

@Mozalini wrote:

For any further information, please call....

@Mozalini

Did you call as advised?

Re: Cannot receive calls on landline

Mozalini — Thu, 16 Oct 2025 07:07:24 GMT

I will when I get home from work.

Re: Cannot receive calls on landline

Daniel0210 — Thu, 16 Oct 2025 07:10:00 GMT

@Mozalini

As your thread title only states you can't receive calls then presumably you can make outgoing calls so when you have chance call Sky free from your landline by dialling 150.

Re: Cannot receive calls on landline

Mozalini — Thu, 16 Oct 2025 07:13:17 GMT

Yeah, good idea thank you.

Re: Cannot receive calls on landline

Mozalini — Thu, 16 Oct 2025 17:06:15 GMT

Thanks for your help guys, it's an external fault and openreach are fixing it within 2 working days.

Re: Cannot receive calls on landline

Daniel0210 — Thu, 16 Oct 2025 17:12:51 GMT

@Mozalini

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases.

Re: Cannot receive calls on landline

Monica_72 — Fri, 17 Oct 2025 01:38:00 GMT

Two working days? That's a joke. I've had no landline for over 18 days and no one is doing anything. Have spoken to Customer Services countless times and NOTHING IS EVER DONE! Each customer service agent says they will investigate and call me back and no one ever calls back. I have no clue what I should do. It just feels like Sky just don't care.

Re: No VOIP phone since fibre install

Monica_72 — Fri, 17 Oct 2025 01:41:56 GMT

My situation is very similar. Had Full Fibre 500 installed on 22nd September. Landline worked fine for 8 days. Stopped working on 30th September. There is a dial tone and like you describe I can call a number but the call doesn't connect. When I try to call my landline from my mobile it never goes through, I can't even hear it ringing.

I've called Sky customer service over 10 times and no one has done anything. I am just told it has been forward to the Network Dept and you can't speak to or email them.

I'm really at my wits end with this.

Re: Cannot receive calls on landline

caesarome — Fri, 17 Oct 2025 04:44:58 GMT

@Monica_72

You might want to register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

Does anything show here for you:

https://www.sky.com/help/servicestatus/your-services

Re: Cannot receive calls on landline

Monica_72 — Fri, 17 Oct 2025 08:51:38 GMT

@caesarome The service checker shows there is nothing wrong.

When I ring customer services and they do a line check, the automated voice says there is an issue on the line.

If you ring the complaints line it takes you to customer services, like any other number. The email is only for complaints about TV shows on Sky. I guess as a last resort I could send a letter in the post, but who knows if anyone would read it.

I'm on the phone with customer services right now and was put on hold for 10 minutes and passed onto Sky Mobile Dept. I said my problem is with the landline! I've never experience such bad customer service in all my life. What a farce!

Re: No VOIP phone since fibre install

Mark39 — Fri, 17 Oct 2025 08:54:56 GMT

@Monica_72 wrote:

I've called Sky customer service over 10 times and no one has done anything. I am just told it has been forward to the Network Dept and you can't speak to or email them.

I've added your second post to this thread.

You're making a bit of an assumption that Sky has done nothing. Your issue has been passed to the Network team which is where it should be. They'll be working with Openreach behind the scenes to get it resolved. Previous posts indicate that this can occasionally be protracted. Frustrating I know, but they'll have nothing to tell you in the meantime.

You may be entitled to some compensation for the delay, once,it has been put right.

Re: Cannot receive calls on landline

Daniel0210 — Fri, 17 Oct 2025 09:05:34 GMT

@Monica_72 wrote:

The email is only for complaints about TV shows on Sky.

@Monica_72

That's incorrect. The complaints process explained in this link is for anything Sky related

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Cannot receive calls on landline

Monica_72 — Fri, 17 Oct 2025 09:18:10 GMT

Okay, thanks, that will be my next step then.

Although I spoke to another agent just now and he's convinced the problem is the line, not anything to do with Sky. He says an engineer has to sort it out. I told him an engineer was here only a week ago and insisted there was nothing wrong with the line. But I've been told to not let the engineer leave until he fixes it. Well we will see how it goes. I'll let the engineer speak to Sky himself when he gets here.

If that fails, then yes I will try the email complaint. Sigh...