Calling 111 ,from landline when switched to full fibre

[Ashbe21]

I had need to call 111 using landline . Got message stating they were unable to verify my location and I should press 8 for NHS England or 9 for Scotland. When I pressed 9 I simply heard initial message on repeat. I had to borrow a mobile to make call.

isthis issue related to switching to full fibre ?

[TimmyBGood]

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@Ashbe21 wrote:

isthis issue related to switching to full fibre ?

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Probably, yes. With FTTP there's no analogue phone service, and the system has to look up a physical address associated with what's essentially a VOIP number, so databases have to be refreshed.

[Ashbe21]

Which means that non mobile users,like myself will have issue contacting out of hours service🤔

[TimmyBGood]

@Ashbe21 

I believe it is supposed to work, but may not do so right after the technology has been switched over.

[Kelsingra]

Hey @Ashbe21 

Thanks for using the Sky Community.

I've escalated your post to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information about this service, click here:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Ashbe21 to chat.

[Ashbe21]

Sorry I tried that and they ask for far too much personal info . Surely having my Sky id is enough!

not sure why other info is at all relevant. 
I have been on to open reach to attempt to resolve issue and if it means leaving Sky then fair enough.

[jamesn123]

@Ashbe21 

When your post is escalated you are speaking to Sky directly so its not a problem to give personal info. Sky are required to ask for this information anytime they access your account for GDPR reasons. Its standard procedure no matter whether you phone or chat.

As for contacting Openreach directly, they likely wont respond or will tell you to go through your ISP as Openreach dont deal directly with customers.

[Ashbe21]

Sorry surely having  given  my id and password to log onto a secure network I shouldn't require to give any more info !  MY bank doesn't even require  any other info .

[jamesn123 · Accepted solution]

@Ashbe21 

The Sky support agents over chat do not have access to your Sky ID. They ask the same questions as you would be asked on the phone which would usually be

- Number associated with the account

- Account number

- Telephone/Account password

- Account holders name

- Account holders address

If you do not want to provide this information that Sky already hold about you and just want to verify then you wont be able to get support from them. 

[Daniel0210]

@Ashbe21 

The Messaging Team ask the same questions an agent would if you called Sky. It's perfectly aboveboard. 

[Ashbe21]

Fine. Was trying to help others ,especially elderly,by highlighting issue for people who rely on landline and are no longer able to connect with 111.

but I shall simply delete conversation

[Ashbe21]

Of course can't find op out how to delete comment and of course can't chat to anyone without supplying too many details. FYI asking for bank account numbers,regardless of how few digits ,is a step too far. Given that despite fact I had a transcript of telephone call  I had previously with an agent Sky denied what was stated I don't trust my info is secure.

[Daniel0210]

@Ashbe21 

See this link on the Community website regarding the security of escalation chats. I've used it 2 or 3 times.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[jamesn123]

@Ashbe21 

I must say I have been on this forum for years now and I have not seen one example, until today, of people not wanting to give details about their own Sky account to Sky when speaking to them.

Of course it is entirely your choice whether you decide to do this however I believe you are being entirely unreasonable and I wish you luck when you next need to upgrade/change/cancel your account because you will be asked the exact same questions before you'll be allowed to do anything.