topic Re: No contact at access number in Sky Accessibility

No contact at access number

Bruce2007 — Fri, 20 Nov 2020 15:54:34 GMT

I have POA for an elderly gentleman who uses the access services. This has always been a very useful service but SKY seem to have stopped it and there is no way I can get help for him. My last option is just to cancel the service which I really don't want to do.

Re: No contact at access number

Mark-Br — Fri, 20 Nov 2020 16:00:27 GMT

Hi @Bruce2007

Welcome to the Sky Community - follow this link for help getting started.

Just to confirm, are you using the contact options from this link?

Select 'Yes' at the bottom of the page to see them all

When you call, what message do you hear?

Are you calling from a phone number which is linked to a non-accessibility account?

Re: No contact at access number

Bruce2007 — Fri, 20 Nov 2020 16:56:24 GMT

Hi Yes. I've used the number on a regular basis to solve issues. The man I am trying to help is 90 and has no tech ability at all and I'm 150 miles away.The accessability service is usually very good so can't understand why I can't even get through on the usual number.

Re: No contact at access number

Bruce2007 — Fri, 20 Nov 2020 17:30:25 GMT

Should have added he is getting a message that his SKY viewing card needs to be paired with his SKY HD+ BOX

Re: No contact at access number

Bruce2007 — Fri, 20 Nov 2020 17:37:39 GMT

When I call it's a recorded message that takes me round in circles . Asking me for a mob number to send an SMS message which is no use as that's why I have to use the accessibility service as the elderly gentleman would not be able to use a text service.

Re: No contact at access number

caesarome — Fri, 20 Nov 2020 19:45:28 GMT

@Bruce2007

I have escalated your post to Sky you may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

Re: No contact at access number

Bruce2007 — Fri, 20 Nov 2020 20:38:41 GMT

Thank you. SKY did try on facebook messenger but they couldn't contact the accessability dept either so any help would be great .Thanks

Re: No contact at access number

Lisa-P1987 — Sat, 21 Nov 2020 14:58:30 GMT

Update - I have spoken with the OP and explained to persist with calling, provide a number to text to allow the system to attempt to deflect him and then it will allow him to get through to the accessibility team.