topic Re: Land line not working in Talk

Land line not working

Susan610 — Tue, 16 Jun 2026 10:57:55 GMT

my land line is not working, i have contacted you be for about this but nothing has be done, they said i would be contacted in 72 hours which hasn't happend , please could you fix this ASAP

Susan MacDonald.

Re: Land line not working

GD1 — Tue, 16 Jun 2026 11:02:36 GMT

@Susan610 No one on this customer helps customer community can fix anything relted to your landline, the Fix SLA is 2 working days normally, however it may take longer depending on where the fault lies.

As you've already reported it there is nothing Sky can do to fix it ASAP, it's not within their control.

Re: Land line not working

Daniel0210 — Tue, 16 Jun 2026 11:23:51 GMT

@Susan610
Once aware Sky usually quote 2 WORKING DAYS as a potential fix time because of the service level agreement in the UK between ISPs and Openreach for fixing a domestic fault.

Some repairs take longer, for example when a pole or cabinet has been damaged or Openreach / City Fibre need to dig the road up (once they’ve obtained permission from the local council).

▪️

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 April 2026 the rate has increased to £10.34 for every complete day).

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

Re: Land line not working

Mark39 — Tue, 16 Jun 2026 13:17:04 GMT

@Susan610 tell us more about 'not working' and we'll try to guide you.

Re: Land line not working

TonysPC — Thu, 18 Jun 2026 09:30:31 GMT

We're also having problems - we have no dial tone. Have tried all the tests, including plugging the phone direcly into the master socket. Broadband is working fine. we're on FTTC and everything has been fine for many years.

Reported the problem yesterday and received the message that it could take 72 hours to carry out tests.

Re: Land line not working

TonysPC — Thu, 18 Jun 2026 14:27:19 GMT

Update ... I received a text from Sky saying they had fixed the problem but they hadn't so I phoned the number quoted in the text. From the questions I was being asked by the computerised menu it was obvious that they were investigating a broadband problem (which did not exist).

I started the problem reporting process again and somehow (I'm still not sure how) I got to speak to a very helpful lady (a real person). I explained the probelm to her and she promptly reported the problem to BT who have now texted to say they are investigating it.

What a difference it makes when you can speak to someone to explain a problem.

Re: Land line not working

Daniel0210 — Thu, 18 Jun 2026 14:29:20 GMT

@TonysPC

It's Openreach not BT.

Re: Land line not working

TonysPC — Thu, 18 Jun 2026 14:39:28 GMT

My apologies - you are right of course.

When you're as old as me it takes a few decades to get your head around such changes 😉

Re: Land line not working

Mark39 — Thu, 18 Jun 2026 14:40:40 GMT

@TonysPC wrote:

My apologies - you are right of course.

When you're as old as me it takes a few decades to get your head around such changes 😉

🙂