How do I report no landline without a landline?

[CarolineNoon]

@GD1  They are not working at the exchange, or between me and the exchange (which is not far away).  Let’s be generous and assume they are looking elsewhere. 

I just need some feedback.  I appreciate the Sky forum may not be the best place for this but it is the only option I have.  No one it seems can contact Openreach and I have no other method of contacting Sky.  Surely it must be possible for Sky to ask Openreach for an update to pass on to their  customers? 

I am not the only person affected by this.  If there is an alternative way to contact Sky for an update I would be pleased to find out about it.

[Daniel0210]

@CarolineNoon 

As your landline isn't working you could call using your mobile. If you already have a Sky Mobile call free by dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

Similar to calling a lot of large companies the start will be an automated response which may try to send you back to the forum.

[CarolineNoon]

@Daniel0210

Thank you for your response but this is not possible as the landline is my only means of communication and it is currently out of order.

[Daniel0210]

@CarolineNoon 

You could try Sky on Facebook or Twitter (or whatever it's called this week). Other than that calling is the only option. Perhaps some of your neighbours have managed to get an update from their provider (who also have to obtain the info from Openreach)? 

[CarolineNoon]

@Daniel0210

Thank you.  And therein lies the problem (ie calling being the only option).  What a ridiculous situation.  I really don’t think being able to politely request an update should be so difficult!  I will try Sky via Facebook.

[Mark39]

@CarolineNoon I don't know if they would be able to update you, but if you wish we can ask Sky's messaging team to contact you here via a private online chat?

[CarolineNoon]

Thanks @Mark39  At this stage I'll try anything.   Fingers crossed. 

At this stage I have been conversing with Sky Help Team via FB for half an hour and they haven't even been able to access my information yet.

Their latest message is that they are unable to access my account without the security form being filled in (which I can't fill in as the link goes to a blank white screen) or that they will give me the number to contact Sky (which I can't do as the phone line is out of order).

[Mark39]

@CarolineNoon ok, I've alerted them. Look out for the chat bubble as before..

[CarolineNoon]

Thanks you.  Let's hope they are able to provide an update.  Fingers crossed.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to CarolineNoon.

[Lisa-P1987]

Update - We spoke to @CarolineNoon again but we were not able to go through our Identification process in order to access the account for updates. 

If you still need our support let us know and we can re-escalate to our chat team. We will need to go through the verification process to support this query. 

 Your chat has been closed now.

[CarolineNoon]

@Lisa-P1987  This is not quite true.  I did complete the verification process but in a different way.

The update is that my telephone line is still out of order and no one has yet given me an indication of when it is likely to be rectified.  Apparently I may get more information tomorrow.  No one seems to be interested in escalating whatever needs to be done to get this fault fixed.  It has now been out of order for a week and a half!

The best information I have to date has come from a visit to the local telephone exchange.

[CarolineNoon]

Still no news or an update, and nearly another day has gone by!

[Daniel0210]

---

@CarolineNoon wrote:

Still no news or an update, and nearly another day has gone by!

---

@CarolineNoon 

In fairness if the landline is your only method of contact how are you expecting to receive an update? It won't be via the forum. It might be an idea to borrow a mobile from a friend, family member of neighbour to contact Sky and see if they've had an update from Openreach. OR aren't very good at doing that though. You will still need to pass the security check which you managed on the first chat invite. 

[CarolineNoon]

@Daniel0210

I expect to receive an update via the methods I have to use to communicate with Sky, ie email (Executive Response Group Customer Priority) or Facebook Messenger.  I have passed the security check and answered all questions asked of me.