When the Sky Helpline insists you have to be at the addreess without Broadband to call them......

[tequila-sheila]

....but there is no signal to call them, because there's no Broadband 🙂

We are  in a rural area with no mobile network coverage.

We've lost Broadband and I have run through all the Service Checker, diagnostics, etc. remotely.

The Sky Hub powers up and establishes WiFI, but there is no incoming connection to give internet/broadband - so no phone either.

I've also run the diagnostics locally through my phone when the hub is powered up. Pulled various leads as instructed, and re-made connections.

I've taken the Hub back to the main incomer and done the same from there with no difference so it would seem the problem is with the incoming "landline". 

The Helpine wants me to be at home, probably to run the same diagnostics I've done already. How do I report this to Sky for investigation? Any advice?

Thanks in advance,

Davie

[JimM1]

@tequila-sheila You won't need to be at home, just ensure the hub is on and connected when you call sky for them to run the diagnostic, that is all will be needed, just be sure to explain to CS that is the case and hopefully they understand that fact! 

The ideal scenario because lack off mobile signal is that ALL networks as far as you know or just your provider on the mobile, would have been at least to leave the phone not on a digital service, BUT if the line is toast would not matter in the slightest.....