Faulty Land line

[SheilaSkye]

I have a fault on our land line.  The handset is displaying  'Check Phone Line' and I have no dialing tone.  Outgoing calls are not possible and I am not able to receiving incoming calls.  

The broadband is working fine (I do not have Internet Calls).  I have gone through the Sky Help pages and followed guidance but have not solved the problem.  Is there an option to test the line as I cannot find one?

This is the second time this has happened.  Last time you sent an Engineer, then I was informed that they had found two faults on the line.  My phone has  not worked for a week now.  This disrupts  my alarm system which is based on the Internet.  There is a lot of building work close by so am not sure if this has any bearing on the situation.  Can I get it fixed please ?

[Mark39]

There's a link here to a connection test - try it even though your internet is ok. I assume your alarm system is connected to your phone line, rather than the Internet. If the test doesn't identify a fault, you'll need to report it to Sky. If you wish we can alert the Community messaging team who may be able to contact you via a private online chat.

https://www.sky.com/help/articles/broadband-diagnostic-start

[Rich+s123]

Hi, we also have the same problem 

I am an electrical engineer and I can confirm I do not have a problem at our home address, the broadband is working fine which proves the line is ok, but the line is non existent

can anyone from sky help and maybe ask openreach to investigate as it's clearly an exchange issue, and strange how others have the same fault also?

[TimmyBGood]

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@Rich+s123 wrote:

can anyone from sky help and maybe ask openreach to investigate

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You need to start with the link which @Mark39 gave above: posting here does not log a fault. 

[Rich+s123]

Ok thank you 

[di102]

I have no landline today.  I've checked the broadband connection, unplugged phones, etc. but nothing. I'm unable to leave the house until it's fixed as my husband has dementia and it's the only phone he's able to use. 

[Mark39]

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@di102 wrote:

I have no landline today.  I've checked the broadband connection, unplugged phones, etc. but nothing. I'm unable to leave the house until it's fixed as my husband has dementia and it's the only phone he's able to use. 

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First try the connection test - there's a link in the reply to the original poster. If it doesn't detect a fault, it will need to be reported to Sky. We can ask them to contact you (tomorrow) so that you can do that via the Community messaging service, if you wish.

I've repeated the connection test link here: https://www.sky.com/help/articles/broadband-diagnostic-start

[Rich+s123]

Hi,

thant would be great thank you very much 

yes I did the test but it is showing the line is ok, although it's showing the broadband speed isn't what it should be, but to be honest it's never been great as we are a fair way from the exchange 

[caesarome]

@di102 @Rich+s123 

To get you some help with this I have escalated your posts to the Sky Messaging team who will hopefully be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Rich+s123]

Excellent thank you 

[Tom-W19]

Thanks for escalating. We've sent invites to Rich+s123 and di102.

[SLHALL]

I am also having a problem with no landline after a lightning storm on Wednesday. The line is completely dead. We have no mobile signal at our home so cannot call from here and I could not report via the phone from work as I am not the account holder (although I have a linked SKYID and we pay the bill via a joint account!). We have a child with special needs and need the landline working. Broadband is working and I have run the test via the link above. How can I get in contact with the technical team? Thanks, Sarah

[Mark39]

@SLHALL do you know the telephone password thay the accountholder uses (if they've set one up) when contacting Sky by phone?

[SLHALL]

I've tried the one we thought it was and it wasn't that.

[Mark39]

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@SLHALL wrote:

I've tried the one we thought it was and it wasn't that.

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Unfortunately without the telephone password,  the accountholder will have to contact Sky.