Can’t make calls

[pauline2209]

My elderly parents have been unable to make outgoing calls since they got full fibre installed. I have tried to contact sky through different forums and found it extremely unhelpful to speak to someone. It has been a few months since they have had access to a landline to call out. As a family it's a concern in case of an emergency they are unable to contact anyone. 

[Mark39]

I take it that it was a few months ago that they had fibre installed.

Is their phone plugged into their broadband Hub? It won't work from a wall socket.

[pauline2209]

Yes fibre has been installed a few months ago. Their phone is plugged into their hub

[Mark39]

OK, is the account in your name, or your parents'? If it's in your name, do you have their telephone password (if they've set one up) or power of attorney etc. to enable you to speak to Sky on their behalf?

[pauline2209]

The account is in my parents name. I'm just trying to get it fixed for them

[Mark39]

Your parents could try turning off the ONT and the Hub for an hour to see if that resolves it. 

Unfortunately I don't think Sky customer services will be able to speak to you on your parents' behalf, if that doesn't fix it. That's not Sky being difficult, but is a consequence of data protection legislation. A way around it, if it's possible, would be for the accountholder to call, and go through ID checks, and then handover the call to you.

We could ask the forum's messaging team. to contact you here, if you wish, but I expect the same limitation will apply to them as for customer services.

[pauline2209]

When I was in my parent house on Friday I tried to locate a number in order for me to speak to a human doe this matter and for my parent to go through the security questions then give me permission to speak on their behalf. I could only find online support and turned to here for help. If you could request for one of the forums messaging team to contact me about this issue. Thank you for your help with this

[Mark39]

@pauline2209 OK, I've alerted Sky 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. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

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

If the messaging team are unable to help, you can find the number to call, via the 'need more help' link towards the bottom of the page here: https://www.sky.com/help/home

[Tom-W19]

Thanks for escalating. We've sent an invite to @pauline2209.

[pauline2209]

Thank you for your help. They have been in touch