Broadband working but no dial tone on land line

[BevBas]

@Mark39 thank you so much. I tried that a few times over the past few days, and everything looked OK as it all does now, however I just went further to check broadband and got message of an outage. Do these last for days? Because I have been trying for days now,  with the ton of old phones I have here and assumed they all weren't working and so I ordered a new one which came yesterday.  I haven't used the phone line at all since I got sky years ago. 

 

 

 

 

[Mark39]

@BevBas yes, outages can last several days, but the message looks a bit unclear to me. Is your broadband actually working  ok? If it is, I don't think the outage message applies to you, and the phone line issue would still need to be reported. Let us know if you'd like us to alert the messaging team,.  

[BevBas]

@Mark39 thank you.  Yes I agree it's a bit strange. Everything is working except the phone line. Yes please if you can help.with escalation I would be very grateful, it's frustrating trying to get to a real person at Sky.

[Mark39]

@BevBas  ok, I've flagged it to the escalation team and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page and an email inviting you to chat online. Replies from Sky may not be instant, so check back from time to time for updates

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[BevBas]

Lovely, thanks so much! I appreciate your help.

[JKW4551]

Internet connection working but we have no dial tone on landline phone. Unable to use landline phone at all to make or receive calls. Done all checks according to sky website. Plugged in spare phone to master socket & still nothing. Please advise how do we contact sky to test the line? Thanks

[Lisa-P1987]

Thank you for escalating this. We have sent BevBas an invite to chat 🙂 

[Jacko001]

 

[Jacko001]

@Mark39 

 

[Jacko001]

@Lisa-P1987 

We have no phone line..in or out....or dialling tone...Internet slow but can use..  done the test of putting new phone into main  socket on wall but nothing. Ran other tests as advised but no good..still the same. This is result of one test. ..I would appreciate some help please my husband is waiting for an hospital call...and its been like this since before Christmas.  Thanks

 

[caesarome]

When you select where it says "Looks like there might be a problem" what does it do or suggest next ?

[Jacko001]

We have just clicked on the above screen and run the test behind it, it suggests all is ok.

 

[Dor01]

I have been without my landline for over a week.  There is no dial tone and incoming callers get engaged signal, or sometimes it rings their end, but not mine.  I have tested with another cordless phone and a corded phone.  Have disconnected everything and tried again and even plugged phone directly into BT box.  All to no avail.  Internet is working fine.  Everything is showing as OK when I do the tests in SKY.  Can someone please help

[Daniel0210]

@Dor01 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you later. They can hopefully test the line and if an external fault is found they can forward it to Openreach to investigate.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂