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Discussion topic: Can’t ring out

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This message was authored by Banana9972 This message was authored by: Banana9972

Can’t ring out

Came back off holiday we have internet but can't ring out , you can hear it dialling but then nothing, the phone rings in but you can't answer it just a load of noise , I 've tried the usual of turning everything off but no change.

 

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This message was authored by Highlinder This message was authored by: Highlinder

Re: Can’t ring out

Posted by a Superuser, not a Sky employee. Find out more

@Banana9972Do you have another means to call Sky to report this fault?

If someone has helped give them Like.

If you have found this solution helpful please tick this as the answer.
Banana9972
Topic Author
This message was authored by Banana9972 This message was authored by: Banana9972

Re: Can’t ring out

Yes I have a mobile

Banana9972
Topic Author
This message was authored by Banana9972 This message was authored by: Banana9972

Re: Can’t ring out

Phone line still not working how do you book an engineer on line?

This message was authored by Mark39 This message was authored by: Mark39

Re: Can’t ring out

Posted by a Superuser, not a Sky employee. Find out more

@Banana9972 wrote:

Phone line still not working how do you book an engineer on line?


Give Sky a ring. 150 if it's a Sky Mobile, the standard contact number if not.

Banana9972
Topic Author
This message was authored by Banana9972 This message was authored by: Banana9972

Re: Can’t ring out

I've haven't any credit to use my mobile at the moment so not really

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Can’t ring out

Posted by a Superuser, not a Sky employee. Find out more

@Banana9972 

In that case I’ve escalated your post to Sky and the Escalation Team may get in touch with you later or maybe tomorrow.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Again, if you fail to respond to each message from Sky within 48 hours the chat will automatically close down regardless whether your issue is resolved. Replies on the chat aren’t instant so keep checking 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 blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.


▪️ I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by dmy24 This message was authored by: dmy24

Re: Can’t ring out

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

Banana9972
Topic Author
This message was authored by Banana9972 This message was authored by: Banana9972

Re: Can’t ring out

Hi I started a chat yesterday evening and got as far as sending my account number but have heard nothing since, we're expecting doctors calls Monday so I need the line sorting asap???

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Can’t ring out

Posted by a Superuser, not a Sky employee. Find out more

@Banana9972 

The chat will remain active for 48 hours. Again, if you fail to respond to each message from Sky within 48 hours the chat will automatically close down regardless whether your issue is resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.


▪️ I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Mark39 This message was authored by: Mark39

Re: Can’t ring out

Posted by a Superuser, not a Sky employee. Find out more

@Banana9972 wrote:

...we're expecting doctors calls Monday so I need the line sorting asap???


Do be aware that Openreach's standard response time for investigating faults is 2 to 5 days, though often they respond more quickly. You might, however, want to make alternative contact arrangements for Monday just in case.

This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Can’t ring out

Posted by a Sky employee

Hi,  

 

Thanks for the escalation, Unfortunately due to technical difficulties, after a recent systems update, we are unable to access the system required to deal with escalations, we are working on a fix and are hoping to be logged back in soon, this does not however affect other contact channels, only community messaging:

 


https://www.sky.com/help/articles/contacting-sky 

 

Thanks for your patience

This message was authored by Mark39 This message was authored by: Mark39

Re: Can’t ring out

Posted by a Superuser, not a Sky employee. Find out more

@Banana9972 I'm sure I saw a post from you in response to Greenfingers' post, but it seems to have gone AWOL.

 

The simplest and most efficient way to progress this would be to use your mobile, if at all possible, to call.

 

Failing that try any of the contact options shown via the 'still need help' button here. They're not really designed for phone line problems but may be OK given the escalation option is down: https://www.sky.com/help/home/your-account/my-account-and-subscription/cancelling/cancel-my-subscrip...

 

 

This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Can’t ring out

Posted by a Sky employee

Update:

 

Spoke with @Banana9972 and line checks found external fault, external openreach engineer booked.

 

Thanks again for the escalation and i apologise about the delay in responding to and resolving this.

 

Have a great afternoon 😊

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