No Signal for 8 days now

[Liamjamie1]

I've had no signal at all for 8 days now so I am unable to make/receive any phone calls or text messages. I have tried numerous times to chat on Facebook messenger to Sky staff but all I get told is that the mast near me isn't working as it should and engineers are working on it. I NEED access to calls and text messages URGENTLY. I am unwell and can't even phone my GP Surgery. Sky, you haven't stuck to the terms of my contract which states you will supply me with unlimited calls and text messages. That is what I am paying for but not receiving these services so I am within my rights to cancel my mobile phone contract with Sky, return my phone and cancel my direct debit payments to you. Please tell me where I return this phone to.

[PandJ2020]

Whilst Sky may let you terminate the dataplan (minimum term is 12 months) the same does not apply to the handset/credit agreement (unless you are within the cooling off period).

Bear in mind other providers may well be impacted by the same mast issue.

[daveNOS]

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@Liamjamie1 wrote:
I've had no signal at all for 8 days now so I am unable to make/receive any phone calls or text messages. I have tried numerous times to chat on Facebook messenger to Sky staff but all I get told is that the mast near me isn't working as it should and engineers are working on it. I NEED access to calls and text messages URGENTLY. I am unwell and can't even phone my GP Surgery. Sky, you haven't stuck to the terms of my contract which states you will supply me with unlimited calls and text messages. That is what I am paying for but not receiving these services so I am within my rights to cancel my mobile phone contract with Sky, return my phone and cancel my direct debit payments to you. Please tell me where I return this phone to.

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@Liamjamie1 I have quoted your post and highlighted one part in bold, that part is entirely incorrect, loss of service is not a breach of contract or grounds to just cancel, no provider offers a 100% uninterrupted service as it is impossible to do. You may be offered a goodwill gesture once the mast fault is rectified(you will have to call and ask), but don't just cancel your direct debit as that will lead to further issues. 

[PandJ2020]

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@daveNOS wrote:

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@Liamjamie1 wrote:
I've had no signal at all for 8 days now so I am unable to make/receive any phone calls or text messages. I have tried numerous times to chat on Facebook messenger to Sky staff but all I get told is that the mast near me isn't working as it should and engineers are working on it. I NEED access to calls and text messages URGENTLY. I am unwell and can't even phone my GP Surgery. Sky, you haven't stuck to the terms of my contract which states you will supply me with unlimited calls and text messages. That is what I am paying for but not receiving these services so I am within my rights to cancel my mobile phone contract with Sky, return my phone and cancel my direct debit payments to you. Please tell me where I return this phone to.

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@Liamjamie1 I have quoted your post and highlighted one part in bold, that part is entirely incorrect, loss of service is not a breach of contract or grounds to just cancel, no provider offers a 100% uninterrupted service as it is impossible to do. You may be offered a goodwill gesture once the mast fault is rectified(you will have to call and ask), but don't just cancel your direct debit as that will lead to further issues. 

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Quite.  See the contract Here particularly 3.19 - which is why I said 'may' release you without ETC (the 'reasonable time' element).

If you have broadband at home then you should be able to enable WiFi calling?

[Liamjamie1]

I am unable to call Sky. I don't have any signal to make/receive phone calls or text messages. Online help is useless.

[Liamjamie1]

See section 8.7 of the contract you attached 

[Liamjamie1]

I don't know of anyone local to me who is experiencing the same problem. See section 8.7 of the contract someone else posted below.

[PandJ2020]

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@Liamjamie1 wrote:

See section 8.7 of the contract you attached 

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Not sure of the relevance.

It simply states you can cancel (the dataplan) giving 31 days notice (as long not in minimum term) or if you are in a minimum term then you will incur early termination charges (ETC).

[PandJ2020]

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@Liamjamie1 wrote:

I don't know of anyone local to me who is experiencing the same problem. 

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Check your roaming settings, particularly the SIM application.  Others have reported this causing issues.

As I said earlier, turn on WiFi calling (if supported).

Otherwise, you'll have to contact Sky by some means to see if they'll release you from the dataplan without ETC.

[Liamjamie1]

I have WiFi calling however that doesn't enable me to make/receive phone calls unless using certain apps. It wouldn't enable me to call my GP Surgery ect. I have contacted Sky numerous times and I've been told the mast is down in my area and engineers are working on it. 

[PandJ2020]

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@Liamjamie1 wrote:

I have WiFi calling however that doesn't enable me to make/receive phone calls unless using certain apps. 

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No.  WiFi calling allows you to make regular calls using the phone app.

https://www.sky.com/help/articles/wi-fi-calling

[Liamjamie1]

I already have WiFi calling enabled but it's not working.

[xenon81]

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@Liamjamie1 wrote:

I have WiFi calling however that doesn't enable me to make/receive phone calls unless using certain apps. It wouldn't enable me to call my GP Surgery ect.

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You're confusing WiFi calling with apps like WhatsApp. WiFi calling allows you to use your phone exactly as normal, you can call any number just like as if you had phone signal. It is not the same as WhatsApp or Facebook messenger etc which are limited to people who use those apps. 

What phone have you got?

Sky mobile uses O2. Do you know anyone on O2, Tesco or GiffGaff in the same area and are they affected by this problem (they will be if it's genuinely a mast problem). That will just confirm it's definitely a mast fault and not something specific to your phone - the WiFi calling not working either makes me wonder if it's really a phone problem. 

[Liamjamie1]

As stated above, I have WiFi calls enabled but I am still unable to make/receive calls or text messages. I don't know of anyone else experiencing this problem.

[Liamjamie1]

I have a Samsung Galaxy Z Fold 7