How do I report no landline without a landline?

[CarolineNoon]

My landline does not work.  The message is 'cord line not working'.  I have tried all the usual tests, including plugging in an old fashioned phone at the incoming socket.  There is no line.  How do I report this without a line?  (Little or no mobile signal here).  Thanks.

[GD1]

@CarolineNoon  Has your landline worked previously?

[CarolineNoon]

Yes, absolutely.  It's just suddently stopped working and I get the line cord error message.  I'd appreciate any help as I have no way of contacting Sky to report the issue.

[GD1]

@CarolineNoon   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[CarolineNoon]

Thank you.  Can you give any indication of how long this might take please?

[GD1]

@CarolineNoon  It will be today, so please keep an eye out for the chat bubble, other than that I can't provide a timescale

[CarolineNoon]

Thank you for your help.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @CarolineNoon an invite to chat.

[Lisa-P1987]

Update - Spoken to @CarolineNoon we have found an external fault which has been raised to Openreach. 🙂

[CarolineNoon]

Fingers crossed for a speedy resolution as I now know that I'm not the only one affected by this. 

I appreciate that the fault is with Openreach, but it has proved very difficult to be able to contact Sky to report it. 

Once contacted, the communication has been excellent.  Thank you Lisa.

[CarolineNoon]

Is there anyway of getting an update on this issue please?  Several other people in our village have their lines down too.  Others have had recent issues, now resolved.  I have been told that it may well be a fault at the local exchange.  However, I've just visited the exchange and there's no one working there so if that's where the fault lies, they're clearly not working on it.  It would be good to have some sort of timescale as to when Openreach might be able to get my line working again.

Also, is there any way of getting calls re-directed in the meantime?  I've missed calls from my GP surgery and Opticians because of this issue.

@Lisa-P1987.

[Mark39]

@CarolineNoon Sky usually advise 2-5 days for Openreach to take an initial look, and in many cases fix the problem. I doubt Openreach will have provided any further update to Sky that they can pass on to you in the meantime.

[CarolineNoon]

Thank you.  An external fault has already been diagnosed.  Openreach quote 3-5 days but I was advised that it normally takes 24-48 hours, especially as others in my locality are affected.  Openreach are well aware of the issue and have been for some time.

[CarolineNoon]

@Mark39  I am feeling increasing anxious and vulnerable as the landline is my only means of communication.  I have just been to the telephone exchange and the village and there are no Openreach engineers to be seen.  Presumably this means they are not currently  working to fix my and others' faults.  I appreciate there may be difficulties but it would be nice to know they are trying and some kind of feedback/update for myself and others affected would be really nice.  We're all just totally in the dark as to what the problem is, what is being done about it, and when it is likely to be resolved.

[GD1]

@CarolineNoon  Going to the exchange to check up on Openreach isn't the best idea as they may be in other places on the network looking for the faut.  Only sky can give updates and this is presuming Openreach have updated Sky.

There isn't any way the forum or Sky can speed up this process as the fault may well be between the exchange & your home and this takes time to find and fix.