Disabled and cannot make calls on any number since Wednesday!

[gregrogers]

Hi,

im disabled and heavily rely on my Sky mobile. I have 4 numbers on my plan and since Wednesday we cannot make or receive calls at all. Texts come in, going out is sometimes iffy and data is weirdly unaffected. I've done all the checks and resets I've been asked on all the phones, I've looked online and done additional ones which haven't worked. The bill is paid so no restrictions on mobiles from that perspective. Chat have been utterly useless, I was told it was a known issue to it's not a known issue. Was told 24 hours then told 48 hours then told tomorrow for an "update" or to call. Every mobile in my house is sky, every mobile is affected and we don't have a landline. 
I am disabled and if I fall and I'm home alone I call from my phone if I can, if not my Apple Watch for someone to get me. I also wear a heart monitor that notifies my partner and she can call me if it gets dangerous both these provisions are offline and have been since Wednesday and Sky don't care one bit. I just keep being told "sorry for the inconvenience" and "thank you for your patience and understanding" I am home alone right now and in the middle of a flare up. At this stage I also cannot call my doctor tomorrow if things don't improve and sky don't care one bit and are making 0 effort to even give me an update on what's happening. At this stage I'm going to get a taxi to a phone shop and get a new sim because this is honestly a joke. I've had a phone 20+ years and never have I had this issue. Certainly not for this length of time with absolutely no support, empathy or communication from the provider! Been a loyal customer for years but their service over the last 6 months has been so astoundingly appalling I think this is the last straw for me. Any advice before I say adios to Sky? 

[Greenfingers001]

Hi there @gregrogers , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Daniel0210]

@gregrogers 

As well as the chat invite that's coming your way it may be worth being registered with the Sky Accessibility Team who may be able to help you in the future. Once registered there are also different methods of communication with this team other than phoning
https://www.skyaccessibility.sky/

[gregrogers]

I just have and then they told me to phone..... on the phone I cannot use. It's like banging my head off a brick wall at this point. I've spent so much time on chat and they are just so unwilling to help. 

[Daniel0210]

@gregrogers 

As @Greenfingers001 has posted you need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[gregrogers]

To be honest this disgusting chat I am having with a Sky representative just now it's clearly time to leave Sky. The way I am being treated, the complete disregard for the fact I have now reset 4 phones multiple times over multiple days. No update on the incident which I am not even sure have been raised anymore. Complete disregard for the fact my mobile is my life line and without it I could become very ill very quickly with no way to get any help. No empathy from Sky, No accountability from Sky, No ownership from Sky it's just a joke. I will head into a phone shop this afternoon and set up Sims with a new provider, issue resolved instantly. 

[Lisa-P1987]

Hi there @gregrogers as you are in a chat with another team, we will close our invite for now. 

[gregrogers]

That's fine I am through to cancellations to leave Sky because the way I have been treated is disgusting. (Removed) Sky has now left me since Wednesday without any of my care alarm facilities and has passed me from pillar to post, jumping through hoops, making me wait 24 hours, 48 hours, 72 hours, changing the story blaming everyone and their dug except their own network who is clearly at fault. Constantly asking me to phone when I cannot make calls! I will also let OfCom know what's happened

Moderator note: Removed campaigning comment

[gregrogers]

That's me now moved to a new provider, eSim set up in minutes and like a lightswitch I can now make calls without any issues what so ever. Should have moved on Wednesday when this started and then I wouldn't have had to spend the weekend stuck in bed alone out of fear that I would fall or pass out and be left on the floor for hours because of a Sky network issue. My new provider is cheaper, unlimited calls, unlimited text and 30GB of data for cheaper than I was paying with Sky. Strongly recommend everyone moves away from Sky who clearly do not care for the safety and well being of their customers.