Broadband down, can't get an engineer by phone or using the stupid bot chat - now what?

[BobTbuilder]

My broadband (and phone because they changed that to work through the broadband 🙄) is down.

I've been through all the tests and checkers on the website and basically it's saying "there's no problems in you area, but there is a problem with your box".

ok, so I need that fixed then but the stupid bot just tells me if the checkers don't work there will be a way to contact sky at the end. well there isn't. trying to get anything else out of the bot is hopeless and it won't even connect me to a human.  

Eventually it sent me to a page with a phone number for tech support.  SO I called them.

But they want my "password".  I have no idea which password that is (login password? account password?). I've not idea what the password is so the engineer was basically "no password, no help".

So what am I supposed to do now?  I can't report the fault online, and I can't report it by phone.

How do I find out what my password is and or reset it (and how can I reset it if I need it to validate who I am)?

I've wasted the whole morning so far and got nowhere.  Lucky for mobile USB tethers or I'd be totally stuffed.

[GD1]

@BobTbuilder  Without the telephone password they can't access th account, however there should be other bits of info they can ask for you to pass security.

To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[BobTbuilder]

Nope, he didn't ask for any alternative info. Password only.

How long does it typically take for the invite/bubble?

[GD1]

@BobTbuilder  You should get an invite sometime today, timescales can vary.

[lettice]

If you do not know your telephone password, just say you do not know it and the Sky rep will then ask for your Mothers maiden name or some kind of billing information.

Note:
Your account number and address information is not security information.
That is why Sky ask for additional information to make sure they are speaking to the account holder or an authorised person for the account.. 

[BobTbuilder]

Maybe that applies to "reps" but it apparently doesn't apply to the engineering people.

What number do I need to call to change my password?

[GD1]

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@BobTbuilder wrote:

Maybe that applies to "reps" but it apparently doesn't apply to the engineering people.

What number do I need to call to change my password?

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But you're still calling Sky and speaking to a rep even when reporting an issue, you don't need to call now as your post has been escalated to the Sky Messaging Team.

[Addie15 · Accepted solution]

Hi there! Thank you for escalating this. We have sent an invite to BobTbuilder.

[BobTbuilder]

ok, engineer, rep, whatever you want to call them, the person I spoke to refused to go any further without the password, even though I explained I had no idea what it was.

[Daniel0210]

@BobTbuilder 

Please try to engage in the chat invite you've been sent but be warned… you'll need to pass the security question there too. 

[BobTbuilder]

Great so now I have to wait 9 days for an engineer.  9 days with NO PHONE and NO INTERNET.  Wow I thought Virgin media sucked...