topic Re: Phone line is now dead - how do I report this? in Talk

Phone line is now dead - how do I report this?

AlisonG — Thu, 21 Aug 2025 11:58:21 GMT

Our phone line is now dead after some time with an intermittent issue. How do I go about reporting this as I can't find any contact number?

Re: Phone line is now dead - how do I report this?

JimM1 — Thu, 21 Aug 2025 12:01:59 GMT

@AlisonG Have a look at the help line first link is below, may save you time calling!

Fix problems with your phone | Sky Help | Sky.com | Sky Help | Sky.com

Re: Phone line is now dead - how do I report this?

Daniel0210 — Thu, 21 Aug 2025 13:01:24 GMT

@AlisonG

If needed after looking at that link these are the current methods for contacting Sky. (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.

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
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 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.

Re: Phone line is now dead - how do I report this?

AlisonG — Fri, 22 Aug 2025 10:53:02 GMT

Thanks for your help - its been reported and handed over to Openreach

Re: Phone line is now dead - how do I report this?

thebard33 — Fri, 13 Mar 2026 17:01:14 GMT

I have just tried to call 150 to get my landline fixed because it has stopped working. I got transferred to my account provider?? I need an engineer as I have tried everything else and it looks like a fault has developed outside of the property. Broadband and internet are all ok and I have done all the various online tests and instructions.

Re: Phone line is now dead - how do I report this?

JimM1 — Fri, 13 Mar 2026 17:08:52 GMT

@thebard33 When you say you got transfered who to, if it was sky then that would require 150 from a sky mobile, or calling from a sky account on a working landline which not sure if you have anyway off either working. If you spoke to sky then they will be dealing with it!

Where is the landline currently connected, the back off the sky hub, or to a OR Master Phone socket?

Re: Phone line is now dead - how do I report this?

thebard33 — Fri, 13 Mar 2026 17:12:34 GMT

Automated message told me that the number was no longer available and to call 282? Which is incorrect.

Re: Phone line is now dead - how do I report this?

JimM1 — Fri, 13 Mar 2026 17:18:42 GMT

@thebard33 150 works on a sky Landline phone or a sky Mobile, otherwise it's a call to another number!

Fix problem with your phone | Sky Help | Sky.com | Sky Help | Sky.com

Re: Phone line is now dead - how do I report this?

thebard33 — Fri, 13 Mar 2026 17:21:04 GMT

Landline is connected to master phone socket.

Re: Phone line is now dead - how do I report this?

thebard33 — Fri, 13 Mar 2026 17:22:16 GMT

Cannot use the landline as it is dead. So called from my mobile.

Re: Phone line is now dead - how do I report this?

JimM1 — Fri, 13 Mar 2026 17:22:36 GMT

@thebard33 Use the link above, follow all the steps, when you get to the call us, the number will appear for you to call.

Re: Phone line is now dead - how do I report this?

JimM1 — Fri, 13 Mar 2026 17:23:47 GMT

@thebard33 The mobile has to be on SKY MOBILE for the 150 to work.

Re: Phone line is now dead - how do I report this?

Daniel0210 — Fri, 13 Mar 2026 17:24:23 GMT

@thebard33

I take it you aren't with Sky for mobile.

These are the up to date / current methods for contacting Sky, and depending on the issue some will be more appropriate than others …

🟣 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) 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 sometimes saying nothing when asked the reason for the call 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 or Instagram, (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 any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed at a weekend.

Re: Phone line is now dead - how do I report this?

thebard33 — Fri, 13 Mar 2026 17:26:53 GMT

I am not with sky for the mobile but internet/broadband/landline is.

Re: Phone line is now dead - how do I report this?

Daniel0210 — Fri, 13 Mar 2026 17:33:03 GMT

@thebard33

If you wish we can escalate your issue to Sky on here to see if they can help you through a private chat. Let us know if you wish to do that.

The alternative is contacting Sky by other means as described above.

Re: Phone line is now dead - how do I report this?

Mark39 — Fri, 13 Mar 2026 17:34:39 GMT

@thebard33 does your master phone socket have separate ports for phone and broadband? Or are you using a microfilter? Have you tried the simple connection test here, even if your broadband is working normally?

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: Phone line is now dead - how do I report this?

thebard33 — Fri, 13 Mar 2026 18:09:00 GMT

I have now contacted sky and arranged a visit to get the landline fixed. I am hopeful that the engineer can call before the specified date (24th), if not I will have to wait until then. I have had it confirmed that there is probably an outside fault somewhere after further checks have been run.

Re: Phone line is now dead - how do I report this?

Daniel0210 — Fri, 13 Mar 2026 18:15:56 GMT

@thebard33
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 rates are £9.98 for every complete day).

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: Phone line is now dead - how do I report this?

JimM1 — Fri, 13 Mar 2026 18:24:55 GMT

@thebard33 Past history for me with your type connection, it was fixed remotely next day without any Engineer involvement home wise, so either a software fix or a exchange connection type issue, you are having BB Broadband Internet working so not to much to head off at the pass.

Landline now only half working

thebard33 — Fri, 27 Mar 2026 11:21:36 GMT

Hello,

further to my previous posts, I had an engineer visit on Tuesday after reporting to sky that my landline was not working properly. It was deemed there was a fault somewhere. So I made an appointment for an engineer to call and on Tuesday (24th), he came and part rectified the fault. Now I am told to get in touch with the 'Provisional Araangement' team who will do something magical and repair the line. I am told not to ask for another engineers visit as this is now not required. I can now dial out on the landline, but nobody can dial me. What is the above team, and do I have to ring sky again (waited 30 minutes in a phone queue to arrange the engineer visit)?