Account closed but cannot make outgoing calls

[Spidergirl1]

I had a Sky broadband and talk when I was living at my parents home in 2015. I moved out and cancelled the account with Sky and the new account holder took out a new broadband contract with BT. Since then my parents have been unable to make any outgoing calls.There's a dialing tone but after you dial there's a recorded message... something along the lines of "if you are the Sky account holder press 1" then you get the engaged tone. 

I've reported to Sky and they confirm the account was closed with no oustanding payments and to contact BT which I did and have had several engineers out to fix it but they are unable to. Please help!

[Mark39]

Is it one of your parents who is now the accountholder? If BT is now their broadband/phone provider, it's BT's reponsibility, and the accountholder will need to pursue it with them to get this put right.

[PandJ2020]

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@Spidergirl1 wrote:

Please help!

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I'm not sure we can...

This seems something for BT to resolve with OpenReach (who manage the infrastructure).  I don't think Sky can do anything.

[Spidergirl1]

Thanks and yes, my dad is the account holder. BT changed the no to clear the message but that didn't work. They haven't been able to resolve it at all!

[PandJ2020]

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@Spidergirl1 wrote:

Thanks and yes, my dad is the account holder. BT changed the no to clear the message but that didn't work. They haven't been able to resolve it at all!

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I think he has to start a complaint with BT - unless Sky are somehow 'holding' the line then only BT/OpenReach can resolve this.