Check phone line message

[Kacy]

Check phone line message is showing on my phone handset. I have followed the instructions shown on previous chats but it has not resolved the issue. The voice light is not lit on the broadband box.

[Mark39]

@Kacy are you new to Sky broadband/phone or recently upgraded? If so when was your activation date? 

[Kacy]

I haven't changed my talk and broadband package for over 18 months (another job I need to stop putting off)!

[Mark39]

Do you have internet calls, that is, is your phone plugged into your broadband Hub?

[Kacy]

No, we don't have internet calls; the phone is plugged directly into the openreach master socket with the sky broadband having it's own plug in the socket. Have tried unplugging the cables and restarting the hub but this hasn't worked either.

[Mark39]

Ok, first try the simple connection test here, even if your broadband is working ok. If it detects a fault you may be able to book an engineer there and then. Let us know the result.

If not, it's best to report it to Sky. We can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish?

[Kacy]

I have just completed the broadband service checker through the MySky App and it says there are no issues. I would be grateful if this could be escalated to Sky via the private message option.

[Mark39]

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 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

[Lisa-P1987 · Accepted solution]

Thanks for escalating this. We’ve sent Kacy an invite to chat.

[Kacy]

@Mark39  Thank you for your help. Sky have contacted me and an Openreach engineer appointment has been booked.