I need a engineer to sort an intermitant fault on land line, Some times can't here her speak

[Danoly]

I need an engineer to sort out why some times can't here mums voice when she rings me.  And  a friend of her's can't get through to her phone at all.  She is a sky customer.. 

[Highlinder]

@Danoly  Are you able to call Sky and psss the security checks to do this on her behalf if your Mum is unable to use the phone?

[Danoly]

May be its me but a board of enquirey should not be needed to get an engineer to go sort my mother's land line problem  out. She is 86 yrs old soon, and does not know how to use internet or pc's or mobile phones correctly for that matter. How is she supposed to call you if her phone doesn't work right. I should be able to give her name address, and land line number, and sky should be able to get some one out to see her to sort her phoe line problem. I pay for her contract with sky. The direct debit each month is from my bank account, I am her eldist son. I can be there when they come so long as we are given some notice.  This is not rocket sience. If Sky can't do this then as soon as our contract runs out. We will end it.  Its  simple . They want to stop making a mountain out of a mole hill. ,and provide the service we are paying for.

[Mark39]

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@Danoly wrote:

They want to stop making a mountain out of a mole hill. ,and provide the service we are paying for.

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It's the law. Sky have to check that anyone contacting is the accountholder or has the authority of the accountholder to speak to them. 

[gp111]

@Danoly  See this thread for more details about part (maybe all of) the problem you're getting: https://helpforum.sky.com/t5/Talk/Incoming-calls-the-caller-can-t-hear-me-but-I-can-hear-them/td-p/4...

[Danoly]

Thats a cop out. They have clearly done away with call handler's to cut costs so lets call a spade a spade. Their automated system isn't up to the job, and they don't care. When I first tried to log in it didn't recognise my pass word, I had to reset it so what else has been changed since we started this contract with sky only last year. I am going to mum's shortly to try to sort things from there but I don't hold much hope.  Sorry but to me sky have put profit's before customer's, and workforce.  That I don't agree with, and niether should anyone else.

[Mark39]

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@Danoly wrote:

Thats a cop out.

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Are you suggesting Sky don't bother to verify who's contacting them? Or only when it suits you?

[Danoly]

I am saying that a call handler used to be able to do that, and if something went wrong  in sytem they would fined a way to resolve it.  It seem's we can't do that now. I am going to give it one last try from mum's, and if I can't sort it then I will report it to the relovent authorities because our mum not being able to use her home phone propperly is un acceptable. That's her life line to the outside world. She is almost 86, and her health is not what it was. She need's to be able to contact us her family, and her doctor. The shop that repair's her hearing aids in crossgates Leeds, Her chemist. She is on her own if she has a fall, and can't get up, and can't use her phone to get help she could be on the floor for hour's.   Anyway I am just getting no where because talking to you will change nothing.  If we can't talk to a human being at Sky then as soon as our contract is up we will be gone. 

[Daniel0210]

@Danoly 

As already stated any customer service agent, either on the phone or on a chat invite will have to go through the security questions before progressing further. They have to be satisfied they are talking to the account holder (for certain things like cancelling any part of  the subscription), or a representative acting on behalf of the account holder. It would be beneficial to contact Sky from your Mums as if you pass the security, they can carry out some troubleshooting and check the line there and then and possibly pass to Openreach to investigate and fix. 

[Danoly]

I understand but there are problems you are not aware of.  I have an account for mum that she wasn't given any paper work for, and neither was I.  And when I go into the account made last year which should be mum's, and I check the detail's it only mention's me not mum, and not any of her house details even though her Sky box, modem, and new dish were all delivered, and installed at her address. It show's no account number either so can't check that either. The account will be in my name  I believe as the direct debit comes from my bank account.  But then I have an account with NOW tv which I believe is part of Sky Which is my account, and thats much older. So I don't want to mix the two up. On the account which I believe is really for mum but I believe is in my name it showed my telephone number.  I have now changed that to mum's landline nunber. I don't want Sky to test my landline when it should be mum's they are testing.   I have been there today, Comletely disconnected the modem, Pressed the reset button with power off. Let it stand for a minute, reconnected the lead's pressed the reset button again with the power on.  So far her landline seem's to be working ok but of course its early day's. Mum down powered it yesterday, and disconnected the leads but didn't press the reset button.  So it may well have been an upset modem problem. I think they should have a fan in them.  I have a fan under my NOWtv modem. It draws cool air through the modem ,and out the bottom, It doesn't blow air into it as thet would allso blow dust into it.  Anyway   Sorry but our situation is complicated but made worse because we can't just talk to some one at sky abought it.

[Mark39]

@Danoly this is all very confused. An accountholder doesn't have to be the bill payer.

NOW is completely separate from Sky for accounting purposes.

[Danoly]

Hi, Thanks I would hope so but of course I 'm not a mined reader. I will take your word for it.  But can you see my point  If you can't talk to some one how are you going to know.  When qestion's  arise, and you can't get answer's it can really be anoying.  You guise are all trying to help but I think Sky are just taking advantage of you all.  Unless they are paying you they are using you in the place of those who they used to employ as call handler's.  These companies make big bucks while you guise are doing some of their work for them.  If you are not being pay'd then I to me its not right. I asume you get something from them. That's between you, and them.  All this tap tap of key's takes too long unless you are a regular key board worker.  Stroll on when they have reall inteligent A I we can just talk to because this is just a pain.  Anyway I Know you all mean well.  All the best to you all.