Faulty Land line

[SLHALL]

Since he doesn't know it, where / how can we reset the password?

[Mark39]

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@SLHALL wrote:

Since he doesn't know it, where / how can we reset the password?

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He will have to call. Sky will be able to identify him by other means and then allow him to set a new phone password.

[ClaireG]

We are having the same issue and have done so for 24 hours. No dial tone, unable to make or receive calls and handset is saying 'check phone line'. Thought it was an issue with the handset so bought new ones. No change.

I have done the diagnostic to check broadband/the line and there are no faults. Having followed the links already provided (thank you), I'm at a loss for what to do next. 

@Mark39 - I'd be grateful for any support, help and assistance you can provide.

[Mark39]

@ClaireG would you like us to alert the online messaging team?

It may be tomorrow now before they invite you to chat online. 

[ClaireG]

Thanks @Mark39.

I waited on hold until I got hold of someone and they are sending an engineer out as there is a fault on the line. 

Really appreciate you responding. 

[SheilaSkye]

It has now been 3 weeks with my pone being out of action.  An Engineer needs to check the Cabinet as last time this happened Outreach found two faults. Sky does not seem to have a system whereby complaints can be addressed.  So what is the magic that makes Sky contact Outreach to check the line.  I obviously cannot phone the company, as, guess what? I have no phone.  Can anyone help please as I am sure that Sky will charge me for a service I am not getting.

[Mark39]

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@SheilaSkye wrote:

So what is the magic that makes Sky contact Outreach to check the line.

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You reporting the fault to Sky. They won't know about it until you do. 

What was the result of the simple line test suggested as the first step in reply to your original post on 12th? I don't see a reply. As indicated there we can alert the messaging team, if you're unable to call.

[SLHALL]

We managed to call Sky when we left the house and we did guess the password. Went through about 30 mins of line checks and they did find a fault but then (because we live in a v rural area) the signal went. Now I don't know if that counts as having reported it! Still no landline since Wednesday. I won't have access to another landline until Tuesday and will not be able to spend 30 mins on the phone as that's just not possible in my work.

[Mark39]

@SLHALL as you know the telephone password, we can ask the messaging team here to contact you via a private, online chat if you wish, so that you can confirm the fault has been actioned?

[SheilaSkye]

Please can this be escalated as it's still not working 

[SheilaSkye]

@Mark39 could you help and escalate this please

[Mark39]

@SheilaSkye please try the connection test first, and let us know the result.

[SheilaSkye]

Test says broadband is fine and appears to have no issues. This happened last time then they checked the line and found a problem at the exchange 

[SheilaSkye]

@Mark39 Please see above comnent

thankyou 

[caesarome]

@SheilaSkye 

To get you some help with this I have escalated your post to the Sky Messaging team who should 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.