Phone line/no broadband connecting to tv,wifi ok

[Lisaj2]

Hope so one can help

I pay for sky for my dad,as he is a pensioner and lives alone,I have spoken to him this morning,he has no phone line,tone not there,his router has 3 green lights apart from the voice.

I did all the checks on sky app,it says broadband has an issue and WiFi is OK. I've tried for nearly 2 hrs to explain this,but they have said that they need to do checks with my dad,he has been on the phone,but getting muddled,so we are no closer to solving the problem.thats why I had the account so I could sort any issues out.i think he needs an engineer but I can't get through to anyone,it says there is a broadband issue.

Does anyone know if the land line doesn't work the WiFi can?he can't watch recordings or apps as it says no broadband connection.

[GD1]

@Lisaj2  You or a famiily memebrbare going to need to be there to log the fault when he calls as you won't have authorisation on the accoun?  you won't be able to log a fault as Sky will still need to complete tests, if you're not there to do it then thats going to be an issue.

[Lisaj2]

Hi. But I'm the main account holder,I can't be there till December. So he has to go without help till then?I'm going to see if I can get a neighbour to look again today.hes a pensioner,needs the phone line,pretty un happy to be honest,skyvate taking my money but not willing to check my dad's phone line,is a life line to a lot of elderly people. Thank you for your reply.

[Mark39]

@Lisaj2 I suspect the problem here is that Sky simply cannot book an Openreach engineer unless the line tests Sky conduct detect an external or master phone socket fault

Openreach's remit doesn't extend so far as checking for internal issues, which is why Sky need to work with the householder to carry out some simple troubleshooting.

I believe Sky have their, own,broadband/landline engineers who may be able to visit, but that would likely be at cost to you. If you wish, we can ask Sky's messaging team to contact you here via a private online chat to discuss what options might be available to you?

[Lisaj2]

Thank you for your reply. I'm trying to see if a neighbour can help first,I don't drive,I work full time and my dad lives 2 hrs away,so it's not an ideal situation.