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Discussion topic: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

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This message was authored by Mysti This message was authored by: Mysti

I cannot make or receive phone calls. Broad band is working fine, but phone is not.

I cannot make or receive phone calls although the broadband is working fine I cannot make or receive calls.  I have tried all the steps on this sky site but nothing has worked which implies their is a fault on the line into the house and not my equipment. 

 

I do not have a mobile phone and tbh found that "call us" step astounding given that when the phone isnt working people cannot call you (the assumption that everyone can afford a mobile or even have one is astounding).  Can someone from Sky Please call out an engineer to get the line sorted please. 

 

I would also suggest there be an option for this site for us customers, who cannot make or receive calls  to actually be able to press a notify you directly of a fault on line ,  instead of having to spend time that virtual assistant or redirection to a discussion group which is very frustrating esp when so many of us on there seem too have the same issues about not being able to make or receive calls and instead of it being a simple thing to report it to you directly in order to trigger you as our service provider to get BT out after having done all your "fix it " steps and them not fixing it.    

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This message was authored by Mark39 This message was authored by: Mark39

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Posted by a Superuser, not a Sky employee. Find out more

We're a customer Community. It's unlikely Sky will directly reply to your post.

 

Does your phone plug into your broadband router, or into the wall socket?

Is there a dialling tone?

 

First try the connection test here and let us know the result, even if your broadband is working ok. https://www.sky.com/help/articles/broadband-diagnostic-start

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Hi I have already done all that - I even tried to fill in the sky form but it says it needs an email field added, erm there is no email field on their form and i cant add one,  Even putting the email into the message failed.  My father spent all weekend trying to report this to sky to no avail.  Their virtual assistant also fails to get a real person to talk to and just gives the links that you did - all of which i have tried.  It is not anything to do with my equipment it is a faulty external line,  it needs to be an engineer that comes and does it.  Its the worst customer service system to report something ive ever come across tbf

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: Unable to make or receive calls

you sent someone an invite to chat who was unable to make or receive calls - can you do the same for me please as currently your customer service on sky to try and actually report this kind of thing is useless - Im at the verge of looking to move to another service provider - both myself and my father have spent all weekend trying to report this to you - hes as exasperated with this lack of ability to report it on your site as i am

This message was authored by GD1 This message was authored by: GD1

Re: Unable to make or receive calls

Posted by a Superuser, not a Sky employee. Find out more

@Mysti  I have merged your post to this existing thread that you originally created, it's not adviseable to tag on the end of different threads as this jusrt causes duplicate answers.

 

Please see the replies already provided within this thread.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: Unable to make or receive calls

sorry but having spent all weekend trying to simply get to a real sky person via their site and all that keeps happening is that their contact us is a telephone number, which given I cant make or receive calls is pretty useless, and their assumption that everyone has a mobile phone, and or able to get a signal for said mobile phone is exasperating.  My father who lives 70 miles away tried to report it for me as i got in touch with him via a fb message to do this, he tried to do it for me via sky and ended up in a foreign call centre and they couldnt help because he wasnt the account holder or something and didnt have my sky details.  The virtual assistant just keeps sending me round in circles and no real person hops in when the assistant fails to help.  The only other option on sky to get help is they direct you here.  So yes I am disabled,  i need my phone and sky has the most unhelpful system i have come across.  Other systems at least pop you through to a real person via their virtual chat - not sky.  Their form has no field for email,  it automatically fills in my name, etc into its fields  - yet wont submit as it says "your form is missing an email field - please add one and try again" - how on earth can anyone add another field to a pre made sky form on this site - its awful.  All I want is my land line working and to do that sky needs to report it to an engineer.  It should be a simple process not take 3 days of trying and failing to get anywhere - sorry im not having a go at you, but you guys seem to have the ability to actually get in touch with sky and get it flagged by a real sky employee in the uk.  Ive seen it happen on other threads on here.  Please can someone esculate this up so i can get an engineer.  I do not get a mobile signal in my home so do not for all intensent purposes have a mobile phone.   A live chat with a real person would be something

This message was authored by Mark39 This message was authored by: Mark39

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Posted by a Superuser, not a Sky employee. Find out more

@Mysti you've said you've done all this, but you haven't given us any answer.

 


@Mark39 wrote:

 

 

Does your phone plug into your broadband router, or into the wall socket?

Is there a dialling tone?

 

First try the connection test here and let us know the result, even if your broadband is working ok. https://www.sky.com/help/articles/broadband-diagnostic-start


 

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

its a bt open reach plug in thing in the wall with the internet router into a seperate thing - look im not technical but i have already done all of the things on the sky fix it thing - its the land line and not my equipment that is the problem.  Its happened before and not just to me - its a problem with the line itself - sky needs to get open reach out again to that junction box thing and that thing on the telegraph pole that they said was old and needed replacing

 

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Im only here as its the only contact us option on the sky site that doesnt require a telephone to contact them - I saw someone on here exculated another discussion to a real sky person who sent them a invite for a live chat - that is what i was hoping would happen to mine as this is not fixing my problem.

 

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Can you, as a superuser please esculate my post to a sky person please - this is a landline problem not a broadband one.  I am with sky talk btw

 

This message was authored by GD1 This message was authored by: GD1

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Posted by a Superuser, not a Sky employee. Find out more

@Mark39 wrote:

@Mysti you've said you've done all this, but you haven't given us any answer.

 


@Mark39 wrote:

 

 

Does your phone plug into your broadband router, or into the wall socket?

Is there a dialling tone?

 

First try the connection test here and let us know the result, even if your broadband is working ok. https://www.sky.com/help/articles/broadband-diagnostic-start


 


@Mysti  You're not answering what has been posted here.  What are the results of the test in the post above?

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

Mysti
Topic Author
This message was authored by Mysti This message was authored by: Mysti

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

as i said my broadband is working fine - but my broadband is seperate to my phone line which is talk - and plugs into a seperate thing - there is buzzing on my phone line and i cannot make or receive calls.  Can you please do what you have done for other people and escualte it up to sky please - This has happened before and it needs a open reach engineer out to the junction box in the road and the telegraph pole - I see on here you super users can do that so would you please be so kind as to esculate it up to sky

 

This message was authored by GD1 This message was authored by: GD1

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Posted by a Superuser, not a Sky employee. Find out more

@Mysti  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

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: I cannot make or receive phone calls. Broad band is working fine, but phone is not.

Posted by a Sky employee

Thanks for escalating. We've sent an invite to @Mysti.

Thanks
Tom
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