Help For Vulnerable Relative - Incoming Calls Do Not Trigger Phone Ringer

[Ea.man]

Hi Sky, is a Sky Employee able to help with this issue? 

Currently my 92 year old mother has an issue with Sky Talk in that calls can be made and received but an incoming call does not trigger the phone ringer.  Only if you see the phone light up do you know there is an incoming call.  Answerphone is not triggered either.

There doesnt seem to be a way to escelate/prioritise for a vulnerble person.  (Mum does not actively use her mobile phone apart from texts.)

This has been reported via the web form on 15/01 but to date no response.  

Normal checks carried out, phone direct into master socket, extension wiring disconnected, new ADSL filter fitted, different corded phone tried all with no change.

[Mark39]

@Ea.man we're a customer Community, and Sky won't be able to help here directly, I'm afraid.

Have you tried another phone to rule out a problem with the handset?

If that doesn't resolve it, your best bet may be to speak to Sky's Accessibility team. If you have authorisation to speak on behalf of your mum, you could call yourself, otherwise Sky may need to speak to your mum first to confirm identity before the phone can be passed to you to continue the call. It may take a while before there's a response to the web form.

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

There's a faint possibility that the connection test here may pick up the fault. If it does, you may be able to book an engineer there and then: https://www.sky.com/help/articles/broadband-diagnostic-start