Elderly relative. Phone fault, cannot get through..!

[Atelcom]

Hi, where do we go to get someone some help with their Sky landline??
It's just a minefield for them, all they want is someone to talk to, as it's not working.

Can anyone help an 84 year old??

If so I can give you all the relevant details.

Thank you.

[Daniel0210]

@Atelcom 

Is your relative able to ring out, ie; ring Sky on 150?

Do you live nearby that you'd be able to assist them?
It would be worth your relative signing up with the Sky Accessibility Team as this offers other methods of contact in their circumstances.

https://www.skyaccessibility.sky/

[Atelcom]

Hi thanks for replying - I get no help...

Always get the constant reply of     "we can only speak to the account holder"..???

Their landline doesn't work, so no cant use 150

I live no where near them.

[Atelcom]

They don't have a computer...

Signing up is something they would need to talk to someone about.

They just cannot get throught to someone who understands their needs.

[Daniel0210]

@Atelcom 

You would be able to speak to Sky on your relative's behalf if you knew the security password, but Sky would possibly still need to do some tests on the line and that would no doubt require someone there at the time. The best option is to register your relative with the Accessibility Team. 

[Atelcom]

I appreciate your advice.

I really shouldn't be taking someones personal details when the company they pay are not helping..

[Daniel0210]

@Atelcom 

It's not that they aren't helping. Sky cannot talk to you if you can't pass the security questions. That's the same for every customer. An account holder can, if they wish, have a named person (usually partner/spouse) who can speak to Sky re their account although the named person cannot cancel any part of the subscriptions. If your relative agrees you could deal with the Accessibility Team who should be able to help or advise.

[Chrisee]

@Atelcom this is not Sky being difficult legally they can only discuss an issue with the account holder or someone they have authorised to speak on their behalf. That is normally done by the representitive knowing the telephone password for the account. This does come up from time to time and seems ridiculous but the law can often seem so unfortunately. 

If you relative has support from Social Services they maybe able to help.