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Discussion topic: Calling 111 ,from landline when switched to full fibre

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This message was authored by Ashbe21 This message was authored by: Ashbe21

Calling 111 ,from landline when switched to full fibre

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 ?


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This message was authored by jamesn123 This message was authored by: jamesn123 Answer

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@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. 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@Ashbe21 wrote:

 

isthis issue related to switching to full fibre ?


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.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Ashbe21
Topic Author
This message was authored by Ashbe21 This message was authored by: Ashbe21

Re: Calling 111 ,from landline when switched to full fibre

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

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@Ashbe21 

 

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

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Kelsingra This message was authored by: Kelsingra

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Sky employee

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

 

Fanni
Community Moderator
This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Sky employee

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

Ashbe21
Topic Author
This message was authored by Ashbe21 This message was authored by: Ashbe21

Re: Calling 111 ,from landline when switched to full fibre

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.

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@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.

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Ashbe21
Topic Author
This message was authored by Ashbe21 This message was authored by: Ashbe21

Re: Calling 111 ,from landline when switched to full fibre

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 .

 

This message was authored by jamesn123 This message was authored by: jamesn123 Answer

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@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. 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@Ashbe21 

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


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Ashbe21
Topic Author
This message was authored by Ashbe21 This message was authored by: Ashbe21

Re: Calling 111 ,from landline when switched to full fibre

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
Topic Author
This message was authored by Ashbe21 This message was authored by: Ashbe21

Re: Calling 111 ,from landline when switched to full fibre

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.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@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

 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by jamesn123 This message was authored by: jamesn123

Re: Calling 111 ,from landline when switched to full fibre

Posted by a Superuser, not a Sky employee. Find out more

@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. 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
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