Calls only getting through intermittantly, line full of static

[AnaK]

Just that really. 

The line is full of static. Sometimes calls ring through, other times it's like the phone number/line doesn't register there's a call. Sometimes when a call does connect, there's no static, just a delay. It doesn't seem to be a problem with the microfilter; we've checked that. We had a thunder storm recently and think this has caused the problem - it's happened before.

We probably need to speak to Openreach, but I think they need a referral from Sky. All I want is to be able to talk to a human and get this sorted out. The bot is useless.

[Daniel0210]

@AnaK 

Yes, you can't contact Openreach direct. They'll only deal with their ISPs.

These are the current methods for contacting Sky (and depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟫Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[AnaK]

Thanks 🙂

I've found an 03 number to try. The Help pages are no help, and the Help Assistant bot just goes round in circles, so useless and frustrating.

[AnaK]

Update - in case anyone else gets this issue:

I called Sky on the 03 number and tried the satying silent technique which didn't work, so called again and chose the Something's Not Working route. Despite my efforts, the bot decided that my problem was with the broadband, gave me a list of recommended steps and said "do you want to try this now?" I said "no, speak to human" and got through to someone in under a minute (!). Current situation is that there's a Sky engineer coming out tomorrow and if they can't fix it, they'll book me an OpenReach appointment. 

Background for anyone with this problem in future: We had a massive thunder storm crash directly over our house about 6 months ago which fried the phone and land line. This was fixed by OpenReach and a new phone bought, but we had another thunder storm a week or so ago and this seems to have semi-fried the line again. So if you have a period of bad weather and then your landline dies, this might be the issue.